Head of Customer Experience(TCH170327）
|業種||Global Insurance Company|
|職種||Head of Customer Experience|
|雇用形態||Full Time - Permanent|
|仕事内容||-Responsible for the design and development of the overall Japan Customer Experience and Customer Journey design and implementation across multiple touch points. Working towards greater Customer acquisition, retention and cross sell opportunities in partnership with Product, Distribution, IT and Claims/Operations partners.|
-Working cross functionally to identify, prioritize, optimize, execute around customer touchpoints - from Pre-sales processes and agents, through Claims and Operations and also the digital ecosystem. Effect clear change and impact on prioritized Segments supported by Segment marketing teams and Digital and non digital functions. Understanding of the dynamics of an intermediated model.
-Collaborating with Customer Insight team and vendors to implement a clear and sustainable CX measurement and KPI's such as NPS and purchase funnel measurement.
-Overseeing the Digital team and working in close partnership with IT partners to clarify the digital customer journey, oversee website, mobile, app development and helping support the other Digital Marketing Ecosystem elements.
-Helping move the organization towards the 'Active care' value proposition through alignment of existing initiatives and where appropriate the creation of new innovative initiatives that deliver against the principles of Simplicity, Empathy and Prevention.
- Working with the Global Innovation team to drive a focussed and results driven Innovation pipeline that aligns to business priorities and Value proposition.
-Where necessary managing or running CX workshops to affect behaviour change towards a CX or Customer Journey result.
|資格||Bachelors Degree (or equivalent)|
|必要な経験・スキル||•Minimum of 10 years experience in Marketing, with a minimum of five years in a CX or related field.|
•Strong communication and influencing skills. Able to navigate a complex matrixes organization, influence stakeholders and affect outcomes.
•High energy, creative and proactive thinker and executer.
•The applicant should be a strong self starter, independent thinker and an entrepreneur, with the ability to influence with senior management and staff. The environment is multi-cultural and multi-lingual.
•Fluent Japanese and English language skills are preferred.
•Knowledge and experience of the insurance/financial services category is preferred.
•The job-holder could be a graduate with a post-graduate qualification in marketing, business, social science, behavioural psychology, economics (or equivalent), or has gained substantial experience in a Customer Experience function.
|休日・休暇||Saturdays and Sundays|