Assistant Manager, Customer Management Solution (Digital CX)

Tokio Marine Insurans (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Tokio Marine Insurans (Malaysia) Berhad in Kuala Lumpur seeks an experienced, customer-focused professional to drive customer experience and digital transformation initiatives. The role manages customer journeys, enhances digital applications, and delivers solutions that improve customer satisfaction, efficiency, and business outcomes.

You will lead end-to-end CX projects, collaborate with stakeholders and vendors, analyze feedback and metrics, and ensure governance and continuous improvement

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.

Job description

We are looking for an experienced and customer-focusedprofessional to drive customer experience (CX) and digital transformationinitiatives. The role is responsible for managing customer journeys, enhancingdigital applications, and delivering solutions that improve customersatisfaction, operational efficiency, and business outcomes.

Responsibilities

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

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Tokio Marine Insurans (Malaysia) Berhad or TMIM is a subsidiary of Tokio Marine Asia Pte. Ltd. Singapore and its ultimate holding company is Tokio Marine Holdings Inc., in Japan. The Tokio Marine Group has had more than 140 years history in Japan being the oldest and one of the largest insurance group in Japan. The group is engaged in a wide variety of businesses ranging from non-life insurance to life insurance, international insurance, financial and other general business. The Group operates a worldwide network that spans 46 countries and regions to provide safety and security to customers.

Tokio Marine Insurans (Malaysia) Berhad or TMIM is a subsidiary of Tokio Marine Asia Pte. Ltd. Singapore and its ultimate holding company is Tokio Marine Holdings Inc., in Japan. The Tokio Marine Group has had more than 140 years history in Japan being the oldest and one of the largest insurance group in Japan. The group is engaged in a wide variety of businesses ranging from non-life insurance to life insurance, international insurance, financial and other general business. The Group operates a worldwide network that spans 46 countries and regions to provide safety and security to customers.

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