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 designs customer listening and Voice of Customer (VoC) strategies across the full customer lifecycle, from onboarding to renewal and re-engagement.

Responsibilities:

• Define customer listening strategies across the full customer lifecycle
• Design VoC programs, including NPS frameworks and survey structures, in collaboration with clients
• Capture key drivers of retention, churn, and re-enrollment through survey design
• Establish consistent feedback mechanisms across channels and accounts
• Analyse VoC, behavioral data, and operational metrics to identify drivers of customer retention and churn
• Identify root causes of early churn, customer dissatisfaction, and re-engagement triggers
• Translate insights into structured problem definitions and improvement opportunities
• Convert analytics outputs into clear business narratives
• Define CX frameworks aligned to the customer lifecycle rather than individual touchpoints
• Map retention-critical customer journeys
• Link experience metrics (NPS, customer feedback) to business outcomes (churn, retention, and re-enrolment)
• Ensure consistency and scalability of CX design across clients
• Present VoC insights and CX performance narratives to clients in MBRs, QBRs, and executive meetings
• Propose CX improvement initiatives focused on retention and customer lifecycle optimization
• Lead client discussions and alignment on CX priorities
• Deliver structured CX reports and recommendations
• Provide CX frameworks and guidance to execution teams
• Partner with the Commercial Growth Manager to translate insights into actionable initiatives
• Ensure execution aligns with CX design intent without owning delivery
• Support internal and external teams from a CX perspective

Requirements:

• Bachelor’s degree in business, marketing, customer experience, analytics, or a related field
• More than 5 years of experience translating customer or client needs into CX frameworks, listening approaches, process improvements, and business recommendations
• More than 5 years of experience in cross-functional project leadership, customer experience, customer insight, consulting, or client-facing relationship management
• Strong web and digital marketing knowledge, with the ability to interpret digital customer behaviour and apply it to CX listening and improvement opportunities
• Strong understanding of Voice of Customer (VoC) program design, including listening-post selection, survey design, and experience measurement frameworks such as NPS
• Bilingual level Japanese and English

Preferred Requirements:

• Master’s degree
• Hands-on experience using digital analytics tools, web performance data, and online customer behaviour signals to identify CX improvement opportunities
• Experience across customer interaction channels such as face-to-face, telephone, website, mobile application, and digital service journeys
• Experience with CX and VoC tools and methods such as primary research, NPS, journey mapping, and survey platforms
• Advanced level MS Office, especially PowerPoint and Excel
• Experience creating or updating CX frameworks, journey documentation, reporting structures, and processing documentation
• Understanding of user-centred design (UCD) principles
• Understanding of agile and change management principles

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