Job Summary

Drive a customer-centric culture across the organization making customer understanding and customer insight the starting point to every customer initiative and new proposition.

Job Qualifications

Required:

- 8-12+ years of experience in Customer Experience, Customer Service, Operations, or related functions.

- Minimum 3-5 years in a leadership role managing large customer-facing teams.

- Experience in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.

- Strong analytical, strategic thinking, and stakeholder management skills.

Job Accountabilities - Key Accountabilities

This role designs and develops plans to integrate the customer insight function into strategic thinking and influence decision-making across Zurich. The role oversees how customer experience, brand marketing and customer insights work together in strong partnership. It includes setting objectives and KPIs to inform how market, competitor and customer insights should be leveraged to engage with customers in distinctive, compelling and relevant ways, which also develops and motivates members of the team. Delivering our desired customer experience and business outcomes relies on this role working across business functions and units to influence and ensure we are using the optimal sources and processes needed to build customer insight and track our performance. By deploying and communicating the Customer Insight vision to scale and optimize customer analytics, the role contributes to ensuring deeper insight into our customer portfolios, behaviors and needs-increasing customer personalization and share of wallet, and driving higher engagement and loyalty. The role makes recommendations into strategic projects, and is responsible for budget, processes and governance to plan and execute customer data collection and insight projects.

Head of Customer Experience - Zurich Asuransi Indonesia