Director, Customer Experience & Journey

FWD Insurance; Philippines; On-site; PHP 2,500,000 - 4,000,000; Full time

Job summary

FWD Life Philippines is seeking a Director of Customer Experience (CX) to shape and deliver a seamless, data-driven, and customer-centric journey across the organization. The role requires strategic leadership to translate insights into actionable improvements.

You will lead a six-person CX team spanning insights, engagement, proposition, and customer success to drive experience enhancements, strengthen loyalty, and support business growth.

Qualifications

• Bachelor’s degree in Business, Marketing, Psychology, or related field.
• LOMA certification preferred.
• Human Centered Design certification preferred.

Responsibilities

• The Director, Customer Experience (CX) shapes and delivers a seamless, data-driven, and customer-centric journey across the organization.
• Leads a team of six CX professionals spanning insights, engagement, proposition, and customer success to drive experience improvements, strengthen customer loyalty, and support business growth.
• Combines strategy, analytics, and execution, ensuring that customer feedback and insights inform decision-making, product development, and service design.

Skills

CX strategy

XM program

Customer Success

VoC programs

Design Thinking

Human Centered Design

Customer Journey Mapping

Education

Bachelor’s degree in Business, Marketing, Psychology, or related field

LOMA certified

Human Centered Design certification

Job description

FWD Life Philippines is seeking a Director of Customer Experience (CX) to shape and deliver a seamless, data-driven, and customer-centric journey across the organization. The role requires strategic leadership to translate insights into actionable improvements.

You will lead a six-person CX team spanning insights, engagement, proposition, and customer success to drive experience enhancements, strengthen loyalty, and support business growth.