CX & Digital Apps Lead — Customer Journey & UAT

Tokio Marine Insurans (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Tokio Marine Insurans (Malaysia) Berhad invites an experienced professional to support and manage customer-facing digital applications, coordinate CX initiatives, and drive benefits realization across the customer lifecycle.

You will collaborate with technology teams, vendors, and business stakeholders through the development and testing lifecycle, participate in UAT, monitor adoption and feedback, and assist in release planning and post-implementation reviews.

Responsibilities

• Support day-to-day management of customer-facing digital applications, including portals, mobile apps, and self-service platforms.
• Gather and document business requirements, user stories, and functional specifications.
• Coordinate with technology teams, vendors, and business stakeholders through development and testing.
• Participate in UAT, defect tracking, and validation of enhancements before deployment.
• Monitor application performance, user adoption, and feedback; recommend enhancements.
• Assist in release planning, change requests, and post-implementation reviews.
• Support end-to-end pre- and post-delivery coordination, from requirements gathering to production monitoring and issue management.
• Serve as a liaison between business users, operations, and technology teams to support delivery and issue resolution.
• Support in user communications, training coordination and materials preparation
• Track KPIs and project outcomes to measure the effectiveness of CX and digital initiatives.
• Assist in monitoring benefits realization, including periodical user activation/utility campaigns.
• Assist in mapping and maintaining customer journeys, identifying pain points and opportunities for improvement across touchpoints.
• Support management of customer experience initiatives across the lifecycle, including onboarding, servicing, engagement, retention, and advocacy.
• Monitor customer feedback, service performance, and experience metrics to identify trends and improvements.

Job description

Tokio Marine Insurans (Malaysia) Berhad invites an experienced professional to support and manage customer-facing digital applications, coordinate CX initiatives, and drive benefits realization across the customer lifecycle.

You will collaborate with technology teams, vendors, and business stakeholders through the development and testing lifecycle, participate in UAT, monitor adoption and feedback, and assist in release planning and post-implementation reviews.