Overview
Executive – Customer Experience Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Tokio Marine Insurance Group (Asia)
Title: Executive – Customer Experience
Company: Tokio Marine Insurance Group (Asia)
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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.
