Customer Experience Manager

Hanwha Life Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading life insurance company in Indonesia seeks a Customer Experience Manager to enhance service excellence across all customer touchpoints. This role is pivotal for mapping customer journeys, improving service offerings, and ensuring a customer-first culture across the organization, leveraging digital initiatives and comprehensive analysis of feedback.

Qualifications

• Minimum 3 years of experience in customer experience, service, or operations role.
• Strong leadership and analytical capabilities required.
• Deep understanding of insurance operations is crucial.

Responsibilities

• Develop and execute customer experience strategies aligned with business goals.
• Handle escalated complaints and support resolution processes.
• Promote a customer-first culture and train teams on service excellence.

Skills

Analytical skills

Leadership

Communication skills

Teamwork spirit

Education

Bachelor’s Degree (S1)

Tools

Microsoft Office

Job description

Hanwha Life Indonesia is looking for a Customer Experience Manager to lead and drive service excellence across all customer touchpoints. This role will be critical in shaping and enhancing the customer journey in the life insurance industry.

Responsibilities:

• Develop and execute customer experience strategies aligned with business goals
• Map customer journeys and identify pain points and improvement opportunities
• Analyze customer feedback and implement service improvements
• Collaborate across departments to elevate the customer experience
• Handle escalated complaints and support resolution processes
• Promote a customer-first culture and train teams on service excellence
• Support digital initiatives to increase engagement
• Understand distribution channels: Agency, Bancassurance, Group, and Digital

Requirements & Competencies:

• Minimum education: Bachelor’s Degree (S1)
• Minimum 3 years of experience in a customer experience, service, or operations role
• Strong leadership, analytical, and communication skills
• Proficient in Microsoft Office
• Deep understanding of business processes and insurance operations
• High customer orientation and teamwork spirit