jobs in Tokio Marine Insurance Group (Asia)

全职 Executive - Customer Experience 工作, 薪水, Tokio Marine Insurance Group (Asia) Federal Territory 公司招聘中 - Ricebowl

Executive - Customer Experience

Tokio Marine Insurance Group (Asia)

Undisclosed

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

Responsibilities

  • 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 before 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 pre-and post-delivery coordination, from requirements gathering, production monitoring and issue management.
  • Serve as a liaison between business users, operations teams, and technology teams to support project delivery and issue resolution.
  • Adoption & Benefits Realization
  • Support in user communications, training coordination and materials preparation
  • Track key performance indicators (KPIs) and project outcomes to measure the effectiveness of CX and digital initiatives.
  • Assist in monitoring benefits realization, including periodical user activation/utility campaigns.
  • CX Lifecycle Management
  • Assist in mapping and maintaining customer journeys, identifying customer pain points and opportunities for improvement across different touchpoints.
  • Support the management of 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.

Requirements

  • Bachelor’s or Master’s degree in Business, Information Systems, Engineering, or related discipline.
  • CX, Digital Product, Agile, or Digital certifications are an added advantage.
  • 1-2 years of experience in Customer Experience (CX), Digital Platforms Management, Business Analysis, Project Management, Operations, or related functions.
  • Experience in financial services, insurance, consulting, or customer-focused industries is an advantage.

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