Assistant Manager, Customer Management Solution (Digital CX)

Tokio Marine Insurance Group (Asia); Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Tokio Marine Insurance Group (Asia) seeks an experienced professional to drive customer experience and digital transformation initiatives in Kuala Lumpur. You will manage customer journeys, enhance digital applications, and deliver solutions that improve satisfaction, efficiency, and business outcomes.

The role requires 5+ years in CX, digital platforms, or related fields, with strong analytics, collaboration, and agile mindset to lead cross-functional efforts with vendors and stakeholders.

Qualifications

• Degree or Master's in Business, Information Systems, Engineering.
• 5 years of experience in CX, Digital Platform Management, Business Analysis, Project Management, Operations, or related functions.
• Experience in financial services, insurance, consulting, or customer-centric industries is preferred.
• Exposure to Agile, Scrum, CX methodologies, or Digital Product Management is an advantage.

Responsibilities

• Drive development and execution of customer experience and digital initiatives using insights and business needs.
• Lead end-to-end CX and digital initiatives with stakeholders and vendors for successful delivery.
• Leverage feedback and journey analysis to identify opportunities and measure impact.
• Build and manage relationships with stakeholders and vendors to ensure alignment and delivery.
• Ensure governance, reporting, compliance, and continuous improvement of CX and digital projects.

Skills

Customer Experience

Digital Platform Management

Business Analysis

Project Management

Stakeholder Management

Education

Bachelor's or Master's in Business, Information Systems, Engineering

Tools

Agile

Scrum

Job description

We are looking for an experienced and customer-focused professional to drive customer experience (CX) and digital transformation initiatives. The role is responsible for managing customer journeys, enhancing digital applications, and delivering solutions that improve customer satisfaction, operational efficiency, and business outcomes.

Responsibilities

• Drive the development and execution of customer experience and digital initiatives, leveraging customer insights and business needs to deliver impactful solutions while ensuring alignment with organizational objectives.
• Lead and deliver customer experience and digital initiatives end-to-end, working with stakeholders and vendors to ensure successful implementation, risk management, and achievement of business objectives.
• Leverage customer feedback, journey analysis, and digital insights to identify improvement opportunities, drive customer-centric initiatives, and measure their impact on business outcomes.
• Build and manage effective relationships with stakeholders and vendors to ensure successful project delivery, alignment of business requirements, and achievement of project objectives.
• Ensure effective governance, performance reporting, compliance, and continuous improvement of customer experience, digital applications, and project delivery initiatives.

Requirements

• Degree or Master's in Business, Information Systems, Engineering, or a related field.
• Relevant certifications in Customer Experience (CX), Digital Product Management, Agile, or Digital Transformation will be an added advantage.
• 5 years of experience in Customer Experience, Digital Platform Management, Business Analysis, Project Management, Operations, or related functions.
• Experience in financial services, insurance, consulting, or customer-centric industries will be an added advantage.
• Experience in digital applications, technology-related projects, or business analysis is preferred.
• Exposure to Agile, Scrum, CX methodologies, or Digital Product Management practices is an advantage.
• Strong analytical, problem-solving, stakeholder management, and communication skills.

LI (TMIM)