Insurance CX Strategy Lead, Global

Klook; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Klook in Malaysia is seeking a Strategic Projects Manager for Insurance Customer Experience who will drive exceptional claims experiences and customer loyalty. You will lead strategic initiatives across CE G, Insurance Business and Product teams to raise standards worldwide.

You will champion customer-focused improvements, design efficient processes, monitor success metrics, and collaborate with cross-functional teams to resolve operational gaps.

Qualifications

• 5–7 years of experience leading strategic initiatives from concept to implementation.
• Ability to distill high-level goals into actionable plans and requirements.
• Strong structured thinking and problem-solving with a data-driven approach.
• Excellent written and verbal English; other languages a plus.
• Collaborative, feedback-friendly, customer-focused mindset.
• Comfort with global stakeholders and cross-cultural collaboration.

Responsibilities

• Lead initiatives to improve Insurance customer experience globally.
• Serve as liaison to stakeholders within and outside the Insurance vertical.
• Design, optimize and iterate on claims processes and related experiences.
• Monitor success metrics and provide insights for continuous improvement.
• Drive feedback loops and engage customers to identify gaps.
• Collaborate with cross-functional teams to resolve operational deficiencies.

Skills

Strategic project leadership

Stakeholder management

Data analysis

Excel proficiency

Clear communication

Customer-centric

Cross-cultural collaboration

Tools

Microsoft Excel

Job description

Klook in Malaysia is seeking a Strategic Projects Manager for Insurance Customer Experience who will drive exceptional claims experiences and customer loyalty. You will lead strategic initiatives across CE G, Insurance Business and Product teams to raise standards worldwide.

You will champion customer-focused improvements, design efficient processes, monitor success metrics, and collaborate with cross-functional teams to resolve operational gaps.