About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit www.fwd.com

Job Purpose

Develop CX strategy and oversee the design of end-to-end customer journey and customer experience related initiatives using customer insights and data analytics to resolve key customer pain points and create “Next-in-Class’ customer experience to achieve FWD’s vision and goals.

Key Responsibilities

• Develop overall CX strategy including Customer Value Proposition (CVP) and omni-channel strategy catering for target segment
• Oversee the design of end-to-end customer journey based on customer insights to ensure best customer experience across FWD
• Drive execution of CX related initiatives and ensure alignment of all customer related initiatives
• Coach and build human capabilities to have a deep understanding of what customers need and expect, and be able to translate into action plan for each customer segment, estimate ROX , through to execution
• Supervise all customer communication approval to ensure clarity and best CX
• Work with people culture to infuse CX culture into FWD TH through CX pillars, company goals, customer community, PCD, clarity guideline to achieve FWD goal as to be customer-centric brand
• Manage team and ensure good employee experience through communication, recognition, motivation and development to increase team engagement