About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
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FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit
The Manager Customer Experience (CX) will assist the CX Director in leading the design and implementation of customer experience (CX) strategies. This includes customer journey design, customer experience metrics (e.g., NPS, CES), customer communication etc.
The Manager, CX need to have the passion for customers and the ability to coordinate cross functional stakeholders to drive improvement initiatives for better customer experience.
THE JOB:
- Work with related functions to map and analyze end-to-end customer journeys, identify pain points, key moments of truth and opportunities for improvement.
- Propose and drive implementation of customer communication standards, ensuring consistent messaging across digital, in-person, and service channels.
- Serve as the PIC to set up platforms for VOC, NPS, ensuring robust measurement and actionable insights for CX improvement.
- Lead relevant CX projects assigned to drive customer experience improvement as well as CX culture across functions.
- Other ad-hoc tasks as assigned.
THE PERSON:
- University Degree in a business related discipline. Post-graduate qualifications/high degree is an advantage.
- Minimum 5+ years of experience in leading customer experience, preferably in insurance or financial services.
- Proven track record in leading CX transformation initiatives with cross-functional teams.
- Entrepreneurial mindset with a passion for innovation and customer advocacy.
- Strong analytical skills: ability to ttranslate customer insights into actionable strategies and actions.
- Strategic thinking: ability to embed customer principles into overall business planning.
- Excellent communication, both speaking and writing.
- Strong leadership, negotiation and influencing skills, with the ability to connect and drive collaboration across the organization.
