カスタマーエクスペリエンスオーナー/ Customer Experience Owner

A global insurance company is looking for a Customer Experience Owner. The selected candidate will be responsible for designing, executing, and optimising customer experiences and collaborating cross-functionally to achieve CX goals.

Responsibilities:

• Design and optimise end-to-end customer experience using CX methodologies and tools, such as Blueprints and Experience Maps
• Conduct research to build and maintain knowledge of industry trends, market, clients, and consumers
• Manage stakeholder relationships and ensure effective management of all CX-related artifacts
• Lead client relationships and collaborate with cross-functional teams to identify and resolve data anomalies
• Provide CX updates for client meetings, including MBRs/QBRs
• Perform root cause analysis using Voice of the Customer (VoC) data to identify and resolve customer experience issues

Requirements:

• Bachelor’s degree or equivalent work experience
• More than 3 years of experience translating client/customer needs into process improvements
• Proven experience leading cross-functional projects or managing client relationships
• Experience in implementing voice-of-the-customer programs and analysing feedback
• Proficient in root cause analysis and decision-making with minimal direction
• Basic understanding of process improvement, including performance measurement and identifying improvement opportunities
• Bilingual level Japanese and English

About the Company:

Operating in the insurance and risk management sector, this company specialises in providing innovative solutions that safeguard clients' assets and ensure peace of mind. With a strong global presence and a commitment to excellence, it delivers services tailored to meet diverse needs across various industries.

Keywords:

顧客体験, プロセス改善, 声の顧客, データ分析, 求人, 外資系

2133780/001