Job ref no.: 68718164-R-0000827
FWD Life Insurance Company (Bermuda) Limited

Director, Customer Experience

FWD Life Insurance Company (Bermuda) Limited

  • 5-day week
  • Competitive pay
  • Discretionary bonus

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.

Job Summary

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.

The Job

  • Establish and encourage Customer Centric Culture within FWD HK & Macau
  • Continuous improvement of key metrics including client retention, customer satisfaction and operational excellence. To achieve this, take responsibility to work cross-functionally to rollout new processes & systems to increase automation and encourage self-service at customers’ choice while maintaining a consistent satisfactory service level
  • Define and monitor service standards; create and maintain opportunities for listening to the customer through different touch points, and to leverage these channels to better anticipate/ respond to customer needs/requests and identify opportunities for growth
  • Design and orchestrate CX index application and results across FWD HK & Macau to support meeting key business metrics
  • Understand customer journey and define simple and personalized navigation to what, when, where and how customers most needed
  • Focus on the Voice of the Customer by tracking and analyzing data trends, advocating for the customers’ needs throughout FWD HK & Macau
  • Develop CX Champions to become FWD HK CX Advocacy Stars
  • Direct, mentor and grow Direct Reports and develop successor, recruit the right talent to fill up the team’s vacancy

The Person

  • 10+ years insurance experience in marketing and/or services of which minimum 5 years of experience in management role directing the customer related operations in a customer-focused organisation.
  • University degree holder
  • Hands-on experience in developing a strong customer rapport and effectively diffusing customer escalations.

  • Enthusiastic and creative leader with the ability to inspire people and successfully influence direct reports, peers and senior leadership
  • Strong project management skills and effective collaboration skills with staff members at all levels
  • Strategic and Change leadership
  • Sound knowledge in Operation Efficiency Improvement
  • Excellent Interpersonal skills
  • Strong Customer centric mindset
  • Proven organized self-starter with strong problem solving, analytical and decision making skills
  • Ability to excel in a lean, fast-paced work environment, self-initiative and self-confidence is a must

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.

More job information
Job ref no. 68718164-R-0000827 (CT3115925-01#0077)
Job Function
  • Kwai Fong
Employment Term
  • Permanent
  • Full-time
  • 10 years - 15 years
Career Level
  • Middle management level
  • Degree