Customer Experience Manager

Hanwha Life Insurance 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 is looking for a Customer Experience Manager to lead service excellence across all customer touchpoints. This role is essential in shaping the customer journey, implementing strategies, and collaborating with teams to enhance service quality. The ideal candidate should possess strong leadership skills and an analytical mindset along with a solid background in customer service operations.

Qualifications

• Minimum 3 years of experience in customer experience or service roles.
• Strong understanding of business processes and insurance operations.

Responsibilities

• Develop customer experience strategies aligned with business objectives.
• Map customer journeys and identify opportunities for improvement.
• Manage escalated complaints and support resolution processes.

Skills

Leadership

Analytical skills

Communication

Customer orientation

Teamwork spirit

Education

Bachelor’s Degree (S1)

Tools

Microsoft Office

Job description

Hanwha Life Indonesia is seeking a Customer Experience Manager to lead service excellence across all customer touchpoints. This role is vital in shaping and improving the customer journey within the life insurance industry.

Responsibilities:

1. Develop and implement customer experience strategies aligned with business objectives.
2. Map customer journeys, identify pain points, and find opportunities for improvement.
3. Analyze customer feedback and apply service enhancements.
4. Collaborate with various departments to enhance the customer experience.
5. Manage escalated complaints and support resolution processes.
6. Foster a customer-first culture and train teams on service excellence.
7. Support digital initiatives to boost engagement.
8. Understand distribution channels: Agency, Bancassurance, Group, and Digital.

Minimum Qualifications:

• Bachelor’s Degree (S1).
• At least 3 years of experience in customer experience, service, or operations roles.
• Strong leadership, analytical, and communication skills.
• Proficiency in Microsoft Office.
• Deep understanding of business processes and insurance operations.
• High customer orientation and teamwork spirit.

Additional Information:

Please specify your expected monthly basic salary.

Indicate which of the following qualifications you possess.

State your years of experience as a Customer Experience Manager.

Do you have customer service experience?

Company Background:

Hanwha Life aims to grow globally alongside its customers. Since establishing its Beijing Representative Office in 2003, it expanded into New York and London, and in 2012, founded a joint venture in Hangzhou, China. The company is actively pursuing entry into emerging markets in Southeast Asia, including Indonesia.

In Indonesia, Hanwha Life acquired PT. Multicor Life in December 2012, renaming it PT Hanwha Life Insurance Indonesia in July 2013. The official launch occurred on October 24, 2013, with a focus on sustainable growth and innovative competitiveness in the Indonesian insurance sector.