Chief Customer Experience & Insights Leader

Zurich Insurance; Jakarta Timur; On-site; IDR 1,077,586,206 - 1,616,379,309; Full time

Job summary

Zurich Insurance in Jakarta Timur is seeking a leader to drive a customer‑centric culture and integrate customer insights into strategic decision-making. This role spans customer experience, brand marketing, and customer insights collaboration.

With 8–12+ years in Customer Experience and at least 3–5 years in leadership, the candidate will influence how customer analytics enhance engagement and loyalty. Key responsibilities include setting objectives, developing plans, and ensuring effective customer data collection.

Qualifications

• 8–12+ years of experience in Customer Experience, Customer Service, Operations, or related functions.
• Minimum 3–5 years in a leadership role managing large customer‑facing teams.
• Experience in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.

Responsibilities

• Design and develop plans to integrate customer insight into strategic thinking.
• Oversee customer experience and brand marketing collaborations.
• Set objectives and KPIs for market and customer insights to enhance engagement.

Skills

Customer Experience

Leadership

Analytical skills

Strategic thinking

Stakeholder management

Job description

Zurich Insurance in Jakarta Timur is seeking a leader to drive a customer‑centric culture and integrate customer insights into strategic decision-making. This role spans customer experience, brand marketing, and customer insights collaboration.

With 8–12+ years in Customer Experience and at least 3–5 years in leadership, the candidate will influence how customer analytics enhance engagement and loyalty. Key responsibilities include setting objectives, developing plans, and ensuring effective customer data collection.