Customer Experience Consultant, APAC (1 year contract)

Job Title : Customer Experience Consultant

Location : Malaysia

Contract Duration : 12 months 

The Opportunity :

Reporting to the Head of Customer Experience (CX), you will be working with the Head of CX and a diverse team across countries in APAC and be able to influence thought leadership on Customer. You will play a key supporting role in providing clarity, direction, and support on execution of the Customer Focus strategy at the local and regional level.  

Key Responsibilities:

• Optimize VOC Programs across region
  • Monitor each BU’s VOC Program that uses TNPS and RNPS insights to drive action
  • Leverage the Global Blueprint to drive sophisticated TNPS programs within Medallia  
  • Engage with Medallia and CX Leads to optimize the Medallia functionaries to gain valuable insights from the verbatims and sentiment analysis
  • Develop CX Dashboard and Insights in Power BI based on the data available in Medallia.

• Build expertise on Human Centered Design across the region
  • Candidate would facilitate workshops to understand and define business and user needs and goals and define and present concept solutions that are the outcome from the business and user needs.
  • Candidate would produce sketches, wireframes and prototypes to validate and enhance the solutions before they are built and present the customer insights from research or usability testing across the organisation.
  • Candidate would improve the existing solutions and features utilising data-driven design decisions and deliver user experience and user interface solutions for our desktop and mobile native applications for new product development and existing product improvements

• Support the driving of a Customer Culture in the functions and in each BU
  • Create mechanisms to share and leverage across APAC best practices, ideas, etc
  • Work with Head of CX and BUs to leverage Group Assets such as Brand, Customer Insights & Analytics and the Zurich Customer Academy to optimize the Zurich way of customer focus
  • Educate and drive engagement from BUs on Customer Facing Conduct

• Monitor 2022 KPIs with Country Customer Leads and Head of CX
  • Coordination implementation of Group Customer Action Plan quarterly reviews of performance on customer metrics with focus on ensuring BUs get constructive feedback and improvement suggestions

•  Reporting:
  • Prepare quarterly report to each BU, accompanied by recommendations to enhance customer focus and business results
  • Develop Customer Focus based reports as required by Region/Global and contribute to regional reporting from a customer perspective   

• Review and share best practice
  • Support the APAC Customer and Digital Community Forum. Work closely with the Head of CX  to coordinate each forum, prepare the monthly agenda, encourage participation and contribution from all areas
  • Capitalize on any opportunity for helping countries to share initiatives and learn from others, including with peer businesses across the Zurich network
  • Introduce initiatives and best practice from Group, and from external sources as relevant
  • Work with the Head of CX and customer facing functional heads at regional level (and at country level at their request) to identify opportunities for whole customer journey propositions in each market.

Qualifications, Experience & Skills: 

• Achievement of APAC Customer KPIs
• Alignment with Group Customer Office on end of year results for region and BUs
• Quarterly Customer Scorecard review and improvement recommendations delivered
• APAC and Global sharing framework in action and proof point
• Facilitate key initiatives in APAC to drive activation and delivery of Global Customer projects (such as CX Strategy, Global Brand Framework and CX Mastery program)

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

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.

• Location(s):  MY - Kuala Lumpur 
• Schedule: Full Time
• Recruiter name: Eilma Fatehah Sabri