Digital CX & Applications Lead

Tokio Marine Insurance Group (Asia); Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Tokio Marine Insurance Group (Asia) is seeking a focused professional to support and manage customer-facing digital applications across portals, apps and self-service channels in Kuala Lumpur. You will gather requirements, document user stories, and coordinate with technology partners through development, testing and deployment cycles.

The role emphasizes UAT participation, performance monitoring, and adoption support, with responsibilities spanning post-implementation reviews, training

Qualifications

• Bachelor's or Master's degree in Business, Information Systems, Engineering, or related discipline.
• CX, Digital Product, Agile, or Digital certifications are an added advantage.
• 1-2 years of experience in Customer Experience (CX), Digital Platforms Management, Business Analysis, Project Management, Operations, or related functions.
• Experience in financial services, insurance, consulting, or customer-focused industries is an advantage.

Responsibilities

• Digital Applications Support & Management across customer portals, mobile apps and self-service platforms.
• Gather and document business requirements, user stories, and functional specs for enhancements.
• Coordinate with tech teams, vendors and stakeholders through development and testing lifecycles.
• Participate in UAT, defect tracking and validation before deployment.
• Monitor performance, adoption and feedback; propose enhancements as needed.
• Assist in release planning, change requests and post-implementation reviews.
• Pre- and post-delivery coordination across requirements gathering, monitoring and issue management.
• Liaise between business users, operations and technology teams to support delivery.
• Adoption & Benefits Realization, user communications and training coordination.
• Track KPIs and outcomes to measure CX and digital initiative effectiveness.
• Support monitoring benefits realization including activation campaigns.
• CX Lifecycle Management; map customer journeys and identify pain points.
• Support customer experience initiatives across onboarding, servicing, engagement, retention and advocacy.
• Monitor feedback, service performance and experience metrics to identify trends.

Skills

CX Management

Digital Platforms

Agile

Business Analysis

Stakeholder Management

Education

Bachelor's or Master's degree

Job description

Tokio Marine Insurance Group (Asia) is seeking a focused professional to support and manage customer-facing digital applications across portals, apps and self-service channels in Kuala Lumpur. You will gather requirements, document user stories, and coordinate with technology partners through development, testing and deployment cycles.

The role emphasizes UAT participation, performance monitoring, and adoption support, with responsibilities spanning post-implementation reviews, training