AXA

Regional Manager - Transversal Customer Experience, AXA Asia

AXA
Full Time
Quarry Bay
Non-specified
Senior (6-10 years)
Bachelor
English

Job Description

Regional Manager - Transversal Customer Experience, AXA Asia

Location: HONG KONG

Purpose of the role

AXA Asia aims to become the most customer centric insurance company across our markets in Asia by 2020. This is a multi-disciplinary role where the holder will be required to work closely with various functions (marketing, operations, distribution, transformation, HR & digital) & country customer experience teams (15 entities across 8 countries in Asia) to ensure delivery of superior customer experience.The holder will be responsible for driving and improving employee/stakeholder engagement on customer centricity across different levels in the entire organization.

Key Accountabilities:

  • Identify and develop initiatives to engage the entire organization around Customer Centricity.
  • Develop, maintain and evolve target end to end customer journey across products and customer segments.
  • Build, Test & Implement differentiated customer experience across moments of truth, based on customer insights/leverage best practice.
  • To identify & monitor KPIs to measure success of customer experience engagement initiatives.
  • Develop and engage the employees/stakeholders through the creation of a comprehensive engagement ecosystem (including but not limited to, CX awards, CX communication, CX conference, regular events/calls etc.)
  • To improve the CX maturity of the country CX teams across the region by identifying gaps & implementing identified action plans
  • To contribute in strategy formulation & planning for CX vision & regular updates to stakeholders.
  • Work closely with HR & other relevant teams for building CX related trainings to i/ further engage the different audiences within the organization around Customer Centricity and increase the maturity of the Regional CX community.
  • To be aware of the external market trends / changes around Customer centricity & experience and propose innovative initiatives.
  • Build a strong Regional CX Community by facilitating international mobility for temporary or permanent periods

Qualifications

Experience & Qualifications:

  • Degree holder, preferably in Marketing, Business Administration, Communications, Research or related disciplines with more than 8 years of relevant experience in managing/consulting in area of customer experience/ customer management/customer centricity/functions across customer value chain
  • Experience of working in the life insurance, banking industry, consulting, creative / advertising agency, marketing, communication change management departments would be an advantage but not a must
  • Talented in change management & influencing skills within a matrix organization
  • Excellent communication, problem solving & stakeholder management skills
  • Strong analytical and data interpretation skills
  • Creative, energetic, “can do” attitude with the ability to work effectively in a distributed work environment

Technical Skills

  • Advertising
  • Corporate Communications
  • Customer Service
  • HR
  • Life Insurance
  • Marketing