Executive - Customer Experience

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

Responsibilities

• Digital Applications Support & Management


• Support the day-to-day management of customer-facing digital applications, including customer portals, mobile applications, and self-service platforms.


• Gather and document business requirements, user stories, and functional specifications for system enhancements and new initiatives.


• Coordinate with technology teams, vendors, and business 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, and post-implementation reviews.

Project Coordination & Stakeholder Management

• Support end-to-end pre-and post-delivery coordination, from requirements gathering, production monitoring and issue management.


• Serve as a liaison between business users, operations teams, and technology teams to support project delivery and issue resolution.


• Adoption & Benefits Realization


• Support in user communications, training coordination and materials preparation


• Track key performance indicators (KPIs) and project outcomes to measure the effectiveness of CX and digital initiatives.


• Assist in monitoring benefits realization, including periodical user activation/utility campaigns.


• CX Lifecycle Management


• Assist in mapping and maintaining customer journeys, identifying customer pain points and opportunities for improvement across 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.

Requirements

• 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.