CX Digital Transformation Lead

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

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.