web analytics
Top Executives
16 Sep 2020
Job Opportunity : SVP – Customer Experience Delivery (350K)
SVP – Customer Experience Delivery (350K)
Our Client
An International Life Insurance
Report to
C Level

Responsibilities :

  • Responsible for CX delivery transformation and implementation at all touchpoints, omni channels, online to offline, from current multiple platforms
  • Responsible to work closely with CX, Digital and Tech teams to identify necessary automation and digitalservices to increase customer experience and excellent service performance
  • Accountable for automation and digital initiatives as a business owner of CX delivery strategic projects, CRM, engagement platform and etc.
  • Gather business requirements and use UAT to provide first tier support after the system implementation
  • Take ownership in all service deliveries either inhouse or outsource i.e. process owner of all services,
  • responsible for service level agreement, vendor management and coordination with related parties such as
  • OIC, legal, risk and compliance for implementation
  • Work closely with bank partners, digital partners, agency and all business partners to ensure on excellent
  • new services and engagement initiatives and execution.
  • Drive and ensure human centered design and customer centricity in all customer service functions
  • Accountable for best in class 24/7 services and engagements with customers and prospects.
  • Drive and champion service efficiency improvement through service efficiency improvement initiatives such as Lean and Kaizen

Qualifications :

  • Impeccable Customer Service focus with outstanding people skills
  • Ability to think strategically and tactically within a dynamic, fast-paced, agile organization
  • Extremely collaborative and effective in a cross-functional environment
  • Proven analytics ability coupled with strong business acumen – demonstrated ability to use data to drive
  • business decisions
  • Lean/Six Sigma qualification at “Black Belt” or equivalent
  • Master degree preferred or 7-10 years equivalent experience
  • Ability to create or use tracking and data management tools to communicate related data and show
  • improvement in process
  • Ability to influence using informal influencing skills
  • Must have highly disciplined work habits, intense attention to detail, and highest level of commitment to
  • preventing errors and meeting deadlines
  • Positive, team-oriented attitude, and professional demeanor
  • Strong leadership skills. (including ability to informally influence)
  • Strong problem-solving skills and the ability to cope in a stressful and fast pasted environment.
  • Trustworthy and respects confidentiality
  • Computer proficiency in Microsoft Office
  • Excellent English and Thai communication skills
  • Highly organized, with the ability to manage priorities and coordinate multiple projects simultaneously.
  • Experience with end to end process mapping / value stream mapping