Tokio Marine Group Hiring! Full Time Executive, Customer Experience in Federal Territory - Ricebowl

We are seeking a motivated individual to support our Customer Experience (CX) and Digital initiatives. The incumbent will support the management and enhancement of customer-facing digital platforms, coordinate digital projects, drive user adoption and contribute to customer experience improvements across the customer lifecycle.

1. Digital Applications Support & Management

• Support the day-to-day management of customer-facing digital applications, including customer portals, mobile applications and self-service platforms.
• Gather and document business requirements, user stories and functional specifications for system enhancements and new initiatives.
• Coordinate with technology teams, vendors and business stakeholders throughout the development and testing lifecycle.
• Participate in User Acceptance Testing (UAT), defect tracking and validation of system enhancements prior to deployment.
• Monitor application performance, user adoption and customer feedback, and recommend enhancements where appropriate.
• Assist in release planning, change requests and post-implementation reviews.

2. Project Coordination & Stakeholder Management

• Support end-to-end project coordination, including requirements gathering, production monitoring and issue management.
• Act as a liaison between business users, operations teams and technology teams to support effective project delivery and issue resolution.

3. Adoption & Benefits Realisation

• Support user communications, training coordination and preparation of training materials.
• Track key performance indicators (KPIs) and project outcomes to measure the effectiveness of CX and digital initiatives.
• Assist in monitoring benefits realisation, including periodic user activation and utilisation campaigns.

4. Customer Experience (CX) Lifecycle Management

• Assist in mapping and maintaining customer journeys to identify customer pain points and opportunities for improvement across various touchpoints.
• Support customer experience initiatives across the customer lifecycle, including onboarding, servicing, engagement, retention and advocacy.
• Monitor customer feedback, service performance and experience metrics to identify trends and recommend improvements.

• Bachelor’s or Master’s Degree in Business, Information Systems, Engineering or a related discipline.
• 1–2 years of relevant experience in Customer Experience (CX), digital platform management, business analysis, project management, operations or related functions.
• Experience in financial services, insurance, consulting or other customer-focused industries would be an added advantage.
• CX, Digital Product, Agile or other relevant digital certifications would be an added advantage.
• Good analytical and problem-solving skills with strong attention to detail.
• Good communication, interpersonal and stakeholder management skills.
• Able to coordinate effectively across business and technology teams.
• Proactive, adaptable and comfortable working in a fast-paced environment.

Please submit a detailed resume, stating your expected and current salary and notice period required.