CX Transformation Lead: Customer Journeys & Digital Solutions

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

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