Executive, Customer Experience & Digital Solutions

Tokio Marine Insurans (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Tokio Marine Insurans (Malaysia) Berhad is seeking an Executive, Customer Experience & Digital Solutions to lead the day-to-day management of customer-facing digital apps, gather requirements, and coordinate with technology teams through delivery.

You will monitor performance and user feedback, support adoption and benefits realization, and ensure CX lifecycle activities from onboarding to advocacy are well mapped and improved.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Job description

Executive, Customer Experience & Digital Solutions

1.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.

2.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.

3. 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.

4. 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.

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.