Chief Customer Strategy & Experience Officer

FWD Group Management Holdings Limited; Hong Kong; On-site; HKD 3,500,000 - 5,500,000; Full time

Job summary

FWD Group is seeking a senior leader to own the enterprise customer strategy and governance across Life, Health, and General Insurance, driving customer-centric growth and superior experience across markets.

You will lead cross-functional teams, sponsor CX analytics, and ensure regulatory and conduct standards while pushing for transformation and simplification to deliver measurable customer value.

Qualifications

• Bachelor’s or master’s degree in business or related.
• 15+ years in insurance, financial services, or customer-led transformation.
• Senior leadership experience with enterprise-level customer strategy.
• Proven track record of improving CX and customer value.
• Executive-level stakeholder management and change leadership.

Responsibilities

• Lead the Group Customer strategy, principles, and ambition across Life, Health, and General Insurance.
• Establish enterprise-wide customer segmentation, service models, and experience standards.
• Own enterprise targets and reporting for NPS / CSAT / CES.
• Sponsor CRM, Voice of Customer analytics, and CX measurement capabilities.
• Drive enterprise transformation and simplification to improve processes and outcomes.
• Ensure governance for customer conduct and regulatory compliance.

Skills

Executive stakeholder management

Change leadership

Executive communication

Customer strategy / CX

Data-driven analytics

Cross-functional leadership

Education

Bachelor’s or Master’s degree in business or related

Tools

CRM platforms

CX analytics tools

Omnichannel servicing

Job description

FWD Group is seeking a senior leader to own the enterprise customer strategy and governance across Life, Health, and General Insurance, driving customer-centric growth and superior experience across markets.

You will lead cross-functional teams, sponsor CX analytics, and ensure regulatory and conduct standards while pushing for transformation and simplification to deliver measurable customer value.