FWD spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore and Vietnam, offering life insurance across its markets. In Hong Kong, FWD also provides general insurance, employee benefits, pension and financial planning services. FWD’s strategic focus is to leverage technology to create fresh customer experience, deliver easy-to-understand products, and achieve its vision to become the leading pan-Asian life insurer that changes the way people feel about insurance.
FWD is the insurance business arm of investment group, Pacific Century Group. The life insurance and general insurance operating entities of FWD Hong Kong have been assigned strong financial strength ratings by international rating agencies. While FWD Life Insurance Company (Bermuda) Limited has been affirmed ‘A3’ by Moody's and ‘A’ by Fitch, FWD General Insurance Company Limited has also received ‘A’ rating from Fitch, all with a stable outlook.
In Hong Kong & Macau, FWD has been providing quality services to around 487,000 customers with over 600+ staff.
If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.
With a mission to change the way people feel about insurance and reinforce FWD Brand Tone (Dynamic, Surprising, Passionate and Straight forward), CX Director will lead an enterprise-wide customer centric culture transformation to provide Ease, Effective and Emotion Customer Experience through building and embedding CX competencies within FWD HK & Macau.
In this role, CX Director, the Champion of Customer Experience, will be entrusted with the mandate to design, orchestrate and enhance the experience at every customer touch point customer undertakes a given customer journey, in terms of Ease, Effectiveness and positive Emotion.
In collaboration with different departments, the CX Director will develop an overarching, metrics-based customer-centric strategy for delivering the greatest value for FWD HK and Macau customers, and will mobilize cross-company support for its execution.
As a change agent, the CX Director will cultivate engagement and facilitate alignment of the customer experience at all levels, with the goal of influencing and embedding new behaviors of staff members and departments. And develop a comprehensive view of the customer journey.
The CX Director will be responsible for working with different teams to drive the development of customer experience competency across the company and contribute to maximizing customer acquisition, retention and profitability.
Hands-on experience in developing a strong customer rapport and effectively diffusing customer escalations.
We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.
Information collected will be treated in strict confidence and used solely for recruitment purpose.
The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.
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