Deskripsi Pekerjaan:
Info Terbaru Seputar Pekerjaan dari Perusahaan PT Asuransi Jiwa BCA sebagai posisi Head of Customer Experience (Life Insurance). Jika Lowongan Kerja Head of Customer Experience (Life Insurance) di Jakarta Raya ini sesuai dengan kriteria anda silahkan langsung mengirimkan lamaran / CV Terbaru anda melalui situs loker terkini dan terupdate Lokerindo.ID.
Setiap pekerjaan mungkin tidaklah mudah untuk dilamar, karena sebagai kandidat baru / calon pegawai harus memenuhi beberapa kualifikasi dan persyaratan sesuai dengan kriteria yang dicari dari Perusahaan tersebut. Semoga info karir dari PT Asuransi Jiwa BCA sebagai posisi Head of Customer Experience (Life Insurance) dibawah ini sesuai dengan Kualifikasi anda.
Job Purpose:
To develop and coordinate the implementation of a customer-focused strategy that ensures customers have smooth interactions with the company and receive the best services to drive satisfaction, retention, and customer loyalty.
Responsibilities:
Identify process gaps within the business that impact the customer journey:
- Evaluate and map the customer journey across all channels and platforms, collaborating with internal stakeholders such as Product Development, Sales, Marketing, and others to continually enhance the customer experience.
- Foster collaboration with internal teams, including Operations, Sales, Marketing, Product Development, Marketing Communications (Marcom), Risk Management, Legal, Finance & Accounting, IT, etc., to address gaps in the customer experience at any point in the journey.
- Facilitate regular communication with internal teams directly engaging with customers to pinpoint gaps and opportunities in their experience.
- Flag potential issues in business processes, whether pre- or post-sale, to ensure customers enjoy a positive experience with the company.
- Evaluate and measure the impact of Customer Experience, both positive and negative, and propose improvement recommendations to align the Customer Experience strategy with the company's business objectives, yielding greater results:
- Conduct quantitative analysis and gather qualitative feedback to help management prioritize improvements and investments.
- Collect, track, and analyze customer feedback, suggesting internal improvement measures.
Designing Great Journeys and Enhancing/Fixing Broken Ones:
- When necessary, identify ideal customer profiles and map customer journeys to pinpoint gaps in the customer experience at all touchpoints, encompassing all types of customer interactions, transactions, and engagements—from research/consideration to application, purchase, monitoring, divestment, disengagement, and customer support.
- Plan and execute customer lab sessions for CX/UX testing and journey mapping.
- Collaborate with IT teams and product/platform owners to ensure a seamless experience with the technology platform.
Requirements:
- Minimum formal education of a Bachelor's degree or higher in a relevant discipline.
- A minimum of 5+ years of experience in Customer Experience (CX) or relevant roles in B2C businesses with direct customer interactions.
- Preference for experience in financial services, investment, banking, insurance, or related industries.
- Experience in mapping and designing customer journeys based on feedback and customer insights.
- Exposure to or experience in customer-first marketing and design is advantageous.
- Strong pluses include experience in digital marketing and UI/UX.
- Knowledge of crafting surveys and familiarity with life insurance products.
- A plus if you are familiar with NPS (Net Promoter Score) and Survey Monkey.
Info Pekerjaan:
- Perusahaan: PT Asuransi Jiwa BCA
- Posisi: Head of Customer Experience (Life Insurance)
- Lokasi Kerja: Jakarta Raya
- Negara: ID
Cara Mengirimkan Lamaran:
Setelah membaca dan mengetahui kriteria serta kebutuhan minimum kualifikasi yang telah dijelaskan dari info pekerjaan Head of Customer Experience (Life Insurance) di kantor Jakarta Raya di atas, segera lengkapi berkas lamaran kerja seperti surat lamaran kerja, CV, FC ijazah, transkrip, dan pelengkap lainnya seperti yang telah dijelaskan di atas. Kirim melalui link Halaman Selanjutnya di bawah ini.
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