Strategic Projects Manager, Insurance Customer Experience

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

About Klook

We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.

We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler. Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination. We operate a mobile-first, curated platform featuring diverse experiences across global destinations. Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but co-creating our world of joy within Klook. We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values: Customer First, Push Boundaries, Critical Thinking, Build for Scale, Less is More, Win as One. We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

• Customer First
• Push Boundaries
• Critical Thinking
• Build for Scale
• Less is More
• Win as One

Role Overview

Role Title: Strategic Projects Manager, Insurance Customer Experience

Function: Customer Experience

Employment Type: Full time

Job Overview

As the Strategic Projects Manager for our Insurance Customer Experience, you will play a pivotal role in ensuring exceptional customer satisfaction and loyalty for Klook’s Insurance vertical. Your mandate is to drive the best every possible claims experience that the world has ever seen, one strategic project at a time. You will be responsible for identifying and driving relevant initiatives through close collaboration with the Customer Experience Group (CEG), Insurance Business and Product teams.

What You'll Do

• Be the champion of customer experience for Insurance, leading various initiatives to drive this strategic pillar globally.
• One of the key liaison to various stakeholders within and outside of the Klook insurance vertical team as the subject matter expert relating to claims and operations experience excellence.
• Design, solution, create, optimise and iterate on operational and claims processes and related experiences in order to support the growth of the insurance businesses.
• Regularly monitor and analyse success metrics and relevant data, providing key insights to drive continuous improvement.
• Drive initiatives to improve feedback loops and directly engage customers for feedback in order to better understand where current gaps lie.
• Identify and work with cross-functional teams in resolving operational, process and technological deficiencies.

What You'll Need

• 5 - 7 years work experience, with experience leading strategic initiatives from conceptualisation to implementation. Customer service experience is a plus.
• Able to work independently to distil high-level goals into action plans and operational requirements.
• Strong structured and critical thinking when analyzing a problem and devising the right solution to be implemented.
• Clear, concise and structured communication skills.
• A champion of the team's key values - collaborative and open to feedback, experimentative and ready to fail, customer-focused and always asking what is best for the customer.
• Deeply passionate about driving the best in class customer experience and radical improvements to what insurance claims experience can be.
• Comfortable working with people from different cultural backgrounds and managing stakeholders globally.
• Comfortable with data analysis, with proficiency in Microsoft Excel.
• Good command of English, and additional languages are a plus.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.