Executive - Customer Experience

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

• DigitalApplications Support & Management
• Support the day-to-day management ofcustomer-facing digital applications, including customer portals, mobileapplications, and self-service platforms.
• Gather and document business requirements, userstories, and functional specifications for system enhancements and newinitiatives.
• Coordinate with technology teams, vendors, andbusiness stakeholders throughout the development and testing lifecycle.
• Participate in User Acceptance Testing (UAT),defect tracking, and validation of system enhancements before deployment.
• Monitor application performance, user adoption,and customer feedback, and recommend enhancements where appropriate.
• Assist in release planning, change requests, andpost-implementation reviews.

2.ProjectCoordination & Stakeholder Management

• Support end-to-end pre-and post-deliverycoordination, from requirements gathering, production monitoring and issuemanagement.
• Serve as a liaison between business users,operations teams, and technology teams to support project delivery and issueresolution.

3. Adoption& Benefits Realization

• Support in user communications, trainingcoordination and materials preparation
• Track key performance indicators (KPIs) andproject outcomes to measure the effectiveness of CX and digital initiatives.
• Assist in monitoring benefits realization,including periodical user activation/utility campaigns.

4. CXLifecycle Management

• Assist in mapping and maintaining customerjourneys, identifying customer pain points and opportunities for improvementacross different touchpoints.
• Support the management of customer experience initiatives across the customer lifecycle, including onboarding, servicing, engagement, retention, and advocacy.
• Monitor customer feedback, service performance,and experience metrics to identify trends and recommend improvements.

Unlock job insights

Tokio Marine Insurans (Malaysia) Berhad or TMIM is a subsidiary of Tokio Marine Asia Pte. Ltd. Singapore and its ultimate holding company is Tokio Marine Holdings Inc., in Japan. The Tokio Marine Group has had more than 140 years history in Japan being the oldest and one of the largest insurance group in Japan. The group is engaged in a wide variety of businesses ranging from non-life insurance to life insurance, international insurance, financial and other general business. The Group operates a worldwide network that spans 46 countries and regions to provide safety and security to customers.

Tokio Marine Insurans (Malaysia) Berhad or TMIM is a subsidiary of Tokio Marine Asia Pte. Ltd. Singapore and its ultimate holding company is Tokio Marine Holdings Inc., in Japan. The Tokio Marine Group has had more than 140 years history in Japan being the oldest and one of the largest insurance group in Japan. The group is engaged in a wide variety of businesses ranging from non-life insurance to life insurance, international insurance, financial and other general business. The Group operates a worldwide network that spans 46 countries and regions to provide safety and security to customers.