Head Of Customer Strategy And Transformation
CurrentMy primary responsibilities are to:- Create a customer-centric culture across all departments in Hong Leong Assurance by constantly driving awareness of every department's role in the CX chain- Create metrics, reports and dashboards to keep customer experience at top of mind of all staff- Form and lead the CX Council as governance over all customer experience related initiatives and metrics.- Promote synergy across silo departments by bringing them together and realigning them towards CX goals- Craft 1 to 3 year CX strategies that align with our branding and service goals- Create communication and engagement frameworks to create a change management foundation for employees, agents and customers alike- Lead CX related system enhancement initiatives and survey system implementation to provide the necessary tools for customer facing teams and channels to deliver improved service
