カスタマーエクスペリエンスディレクター/ Customer Experience Director

A multinational service solutions company is looking for a Customer Experience Director. The selected candidate will lead customer experience strategy, optimise customer journeys, oversee claim-related operations, and drive continuous improvement across customer-facing and back-office functions.

Responsibilities:

• Own customer satisfaction metrics and drive continuous improvement initiatives
• Identify customer pain points and optimise the end-to-end customer journey
• Improve digital and assisted customer channels, including web, email, and self-service experiences
• Ensure high-quality execution across call centre and back-office operations
• Drive SLA adherence and improve operational KPIs
• Manage third-party vendors and partners to ensure service excellence and CX alignment
• Lead escalations and coordinate cross-functional resolution of customer issues
• Own the end-to-end claim lifecycle and improve claim processing outcomes
• Lead back-office teams responsible for claim processing and data management
• Drive transformation initiatives and customer-centric improvements across the organisation
• Collaborate with global and local stakeholders to align with CX standards
• Provide leadership, coaching, and development to internal and vendor teams

Requirements:

• Experience in owning and improving end-to-end CX and customer journey
• Experience driving measurable improvements in customer satisfaction metrics
• Experience managing customer operations, including call centre and/or back-office functions
• Experience in vendor and partner management
• Business level English and Japanese

Preferred requirements:

• Experience in insurance, warranty, telecom, or service operations industries
• Familiarity with digital customer experience, self-service optimisation, and CRM platforms such as Salesforce

About the Company:

This organisation is a recognised provider of product protection and customer support solutions, combining industry expertise with innovative services that enhance the ownership experience for consumers and businesses alike. It offers employees opportunities for career growth, professional development and collaboration within a supportive team environment focused on delivering exceptional customer outcomes.

Keywords:

カスタマーエクスペリエンス, 顧客満足度, カスタマージャーニー, コールセンター運営, クレーム管理, ベンダーマネジメント, 業務改善, 顧客対応, オペレーションマネジメント, チームマネジメント, デジタルトランスフォーメーション, 求人, 外資系

Job Ref: J44QRO