APAC Customer Experience Strategist

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time

**About the Role**

We are seeking an experienced APAC Customer Experience Strategist to join our team at Zurich Insurance Company.

Job Description:

  • Cross-Border Collaboration: Work closely with the Head of CX and a diverse team across countries in APAC to drive thought leadership on customer-centric initiatives.
  • Customer Focus Strategy: Provide clarity, direction, and support on the execution of the Customer Focus strategy at the local and regional level.
  • VOC Program Optimization: Optimize VOC Programs across region, monitor each BU's VOC Program, and leverage TNPS and RNPS insights to drive action.
  • Human-Centered Design: Build expertise on Human Centered Design across the region and facilitate workshops to understand and define business and user needs.
  • Customer Culture Development: Support the driving of a Customer Culture in the functions and in each BU by creating mechanisms to share and leverage best practices.
  • KPI Monitoring: Monitor KPIs with Country Customer Leads and Head of CX to ensure BUs receive constructive feedback and improvement suggestions.
  • Reporting and Insights: Prepare quarterly reports to each BU accompanied by recommendations to enhance customer focus and business results.

About the Team

At Zurich Insurance Company, we take an optimistic approach by focusing on the positives and constantly asking 'What can go right?' We are an equal opportunity employer who knows that each employee is unique - that's what makes our team so great.

We estimate the salary for this role to be around $120,000 per year, depending on location and experience. If you are passionate about delivering exceptional customer experiences and would like to join our team, please apply now.



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