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 chosen applicant will be responsible for leading end-to-end customer experience strategy, organisational development, and insight-driven improvement.

Responsibilities:

• Define CX vision, strategy, and roadmap aligned with corporate and client objectives
• Design and operate the CX function: organisational structure, governance framework, and maturity roadmap
• Develop investment cases and lead internal/external approval processes
• Lead the CX portion of client cadence meetings (MBR/QBR), take ownership of the CX dashboard, and drive continuous enhancements, strengthening governance while progressively elevating CX maturity
• Lead deep-dive customer insight programs: integrate VoC, operational metrics, and behavioural data
• Apply advanced analytics techniques: cross-tabulations, cohort/funnel analysis, segmentation/clustering, multivariate/regression modelling, driver analysis, text/NLP mining, time-series analysis
• Create client-facing reports (MBR/QBR/exec readouts) with clear storytelling and actionable recommendations
• Propose CX improvement initiatives based on insights and secure buy-in and formal approvals
• Manage end-to-end delivery post-approval: planning, timeline/budget/vendor management, risk mitigation
• Coordinate cross-functional teams and external partners to launch improvements
• Track outcomes and iterate based on measured impact
• Apply web marketing knowledge (SEO, UX/UI, content optimisation) when relevant to CX initiatives
• Support digital touchpoint improvements in collaboration with marketing teams

Requirements:

• Bachelor’s degree or 3 years of equivalent work experience
• More than 3 years of experience translating client/customer needs to changes in company policies, procedures, operations, and process flow maps
• More than 3 years of experience leading projects cross-functionally, or 3 years of experience in a client-facing role managing relationships
• Experience in root cause analysis and independent decision-making
• Basic understanding of implementing a voice-of-the-customer (VOC) program, including selecting listening posts by channel and touchpoint
• Ability to create basic ROI models
• Bilingual level Japanese and English

Preferred Requirements:

• Master’s degree
• Experience with VOC tools and methods (primary research, Net Promoter Score)
• Knowledge of online analytics
• Basic understanding of user-centred design (UCD) and CX tools (Customer Journeys, etc.)
• Advanced level MS Office

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, 経営, 保険, 外資系

Job Ref: I0ZM7L