Assistant Manager, Customer Management Solutions (Digital CX)

Tokio Marine Insurans (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Tokio Marine Insurans (Malaysia) Berhad is seeking a experienced professional to drive customer experience (CX) and digital transformation initiatives. You will manage customer journeys, enhance digital applications, and deliver solutions that improve customer satisfaction, efficiency, and business outcomes.

The role requires a degree or master’s in a related field and 5+ years in CX, digital platform management, or related functions, with experience in financial services or insurance preferred.

Qualifications

• Degree or Master’s in Business, Information Systems, Engineering, or related field.
• 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 is advantageous.
• Exposure to Agile, Scrum, CX methodologies, or Digital Product Management practices is an advantage.

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.

Education

Degree or Master’s in Business, Information Systems, Engineering, or related field

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.

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.