Customer Experience Manager

About the Role

We are looking for an individual with proven Customer Experience and Engagement (CX&E) experience in the insurance industry, possessing strong client facing capabilities and commercial mindset to support our delivery of In-Force Solutions (IFS) to Life & Health (L&H) insurance clients in Asia. 

This client-facing role will be supported by Swiss Re's global IFS, local market unit and Behavioural Economics (BE) communities.

About the role: 

• Collaborate with cross-functional teams working together to meet challenging business targets for delivering professionalised services to our existing and new corporate clients.
• Create strong collaborative relationships with internal stakeholders and colleagues to deliver the best possible service to the clients. Leverage insights gained and developed materials in ANZ and other regions to assist your work in Asia.
• Prepare and present CX thought leadership insights in client meetings and at industry events, establishing a trusted adviser presence amongst the Asia L&H insurance community.
• Influence clients' strategic agendas to adopt customer centric practices and continuous improvement ideas to drive mutual business value with our inforce clients.

Specifically:

• Deliver the CX&E solutions and services to selected Asian clients and this includes performing analysis of their growth and persistency/retention challenges, recommending best practices, process re-engineering ideas and delivering bespoke training to their customer/adviser facing teams. Further, develop and improve the capability to produce customer acquisition and retention data analytics and market analysis, particularly in respect of (but not restricted to) the Retail parts of the L&H portfolio.
• Collaborate with IFS's Inforce Analytics and Insights team, Technical Accounting and other relevant stakeholders to understand available internal data sets and define gaps in data quality necessary for timely monitoring and determination of key performance indicators for retention; actively seek opportunities to improve data quality and processes.
• Perform bi/triennial diagnostic reviews and continuous monitoring of client retention activities, their performance, improvements or changes in effectiveness, and complete reports in respect of these reviews and deliver to clients' senior management.
• Facilitate and deliver both virtual but mainly in person training on our bespoke CX&E training programs.
• Develop best practice standards and peer benchmarking for client customer acquisition and retention activities reviews and sharing of local and global insights
• Access and analyse global thought leadership, and CX experiences from the Swiss Re group and broader industries. Coherently synthesize lessons and experiences to make them applicable to clients and L&H Re internal stakeholders.
• Measure success of and business financial benefit outcomes from delivered programs on CX management.

About the Team

This is an exciting opportunity to support a key part of our strategy by growing our solutions offering alongside reinsurance services within the Asia market.  

This role sits within a matrix structure, reporting to the Sydney based Head L&H Customer Experience APAC, but also supporting and collaborating with our Asia focused market units, particularly the client market teams. The matrix further expands to encompass working with IFS globally and Behavioural Research Unit to ensure consistency of delivery with a right service, right client mentality. 

About you

You are a dynamic, outcome driven individual with a can-do attitude with a real passion for making a difference. You can drive projects to completion, monitoring risks and identifying appropriate mitigation actions where necessary.

You are not only familiar with, but excel at working within a matrix structure, partnering with both local and global teams to draw out the best of both.  You will work in close partnership with our Global IFS team to deliver a 'one team' approach, while gaining familiarity with our regional units' and their solutions. You can work independently and make appropriate decisions in the face of complexity, conflicting pressures, and ambiguous circumstances.

Required:

• A commercially minded creative thinker, with proven ability to be able to translate theory and data into practical, monetizable solutions and ideas.
• Self-motivated, proactive and client focused.
• A strong collaborator with excellent social skills (communication, persuasiveness, team orientation).
• Fluent in English with Mandarin and Cantonese considered a strong asset.

Job Requirements

Experience:

• Life insurance industry experience of 10+ years, with significant experience and expertise in customer experience, acquisition and retention management, or a closely related area like marketing, product, customer service &/or distribution management.
• Behavioural science knowledge, demonstrated in past work projects and experience.
• Analytical skills, with good background and understanding of insurer systems, process and data management in life insurance and reinsurance.
• Proven track record in building "trusted adviser" relationships with internal stakeholders and clients and being able to influence and work collaborative with all levels of seniority.
• Fundamental understanding of the Asian life insurance and reinsurance industry.
• An exemplary set of communication and presentation skills, with proven ability to run workshops, seminars and large meetings.
• Strong team ethic and ability to influence within a complex matrix.
• Ability to travel mainly within Asia.