Senior Customer Experience Insights Manager

AXA Group; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

AXA Mandiri is seeking a Customer Insights Manager to lead initiatives that improve the end-to-end customer journey and lift satisfaction (NPS/IPS). The role covers pre-sales, sales and after-sales across multiple channels, aligning with AXA Mandiri's strategy and customer voice.

You will manage and coach a team, drive strategic CX programs, and ensure development and performance standards across the function.

Qualifications

• Bachelor's degree in Business Management, Marketing, Industrial Psychology or related field.
• Minimum 5 years' experience in marketing management, sales, CRM or customer experience.
• LOMA/AAMAI certification preferred.

Responsibilities

• Drive strategic CX initiatives for AXA Mandiri across channels and segments.
• Embed the company vision and mission into customer experience efforts.
• Coach and develop direct reports and ensure team support for goals.
• Oversee performance management, retention and succession planning.

Skills

Marketing management

Sales

Customer relationship

Customer experience

Education

Bachelor's degree in Business Management / Marketing / Industrial Psychology

LOMA / AAMAI Certification

Job description

AXA Mandiri is seeking a Customer Insights Manager to lead initiatives that improve the end-to-end customer journey and lift satisfaction (NPS/IPS). The role covers pre-sales, sales and after-sales across multiple channels, aligning with AXA Mandiri's strategy and customer voice.

You will manage and coach a team, drive strategic CX programs, and ensure development and performance standards across the function.