CX & Digital Transformation Lead

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

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.