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Customer Experience Project Manager

77662

Job Summary

Responsible for driving high quality customer-focused service delivery across the organization, with a focus on the customer’s experience and ensuring each interaction is utilized as an opportunity to exceed the customers’ expectations of our support.

Job Qualifications

Required

  • Bachelor’s degree (or equivalent)
  • 5 or more years of experience in related field, with a proven track record of delivery
  • Customer oriented

Preferred

  • Operational Excellence capabilities

Skills

  • Leadership skills with ability to manage stakeholders
  • People-oriented with ability to lead meetings with stakeholders
  • Structured approach to work and clear in communications
  • Project management
  • Accuracy and attention to detail

Job Accountabilities - Key Accountabilities

  • Assist in the monitoring and tracking of customer metrics within the organization
  • Identify and implement process improvement initiatives across the Customer Experience and Service area, aligning with the organisation’s strategic direction
  • Identify areas where customer experience can be improved – monitor and analyse customer data to understand behaviours and expectations
  • Manage Customer Experience improvement projects through effective project management, stakeholder engagement and leadership
  • Describes as-is/to-be models as part of the requirements elicitation process, i.e. process, data, work flow, application etc.
  • Work with cross-functional stakeholders and provide business recommendations to make improvements to products, services, processes, customer experience and business models
  • Understand customers' objectives, processes, products and services in order to make educated recommendations.
  • Create process models based on business requirements in order to determine the completeness of the information and process components.
  • Support development of test plan, testing, implementation and training activities

Job Functions

  • Able to use initiative to seek ways to add value
  • Able to use initiative to seek ways to add value.
  • Contribute to creating a working environment that is open, collaborative and willing to learn from both success and failure.
  • Collaborate with peers from across the Zurich Group to share and learn from others' experiences, increasing the capability across the group.
  • Remains up-to-date with trends related to their key capability and introduces fresh ideas into the workplace.
  • Strategic and analytical mindset with high attention to detail while being adaptive towards change
  • Environment that is open, collaborative and willing to learn from both success and failure.
  • Collaborate with peers from across the Zurich Group to share and learn from others' experiences, increasing the capability across the group.
  • Remains up-to-date with trends related to their key capability and introduces fresh ideas into the workplace.
  • Have strong communication skills, are able to use virtual and physical methods to convey information and influence others.

 

You are the heart & soul of Zurich! 
Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas. You can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive team. 
People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 

 

 

  • Location(s):  MY - Kuala Lumpur 
  • Remote working:
  • Schedule:
  • Recruiter name: Kavitha Vijayaratnam
  • Closing date:

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