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Customer Experience Lead


Job Summary

Overall responsible to ensure Malaysia delivers the Group CX strategy and develops the CX and related journeys various processes/propositions.

Job Accountabilities - Key Accountabilities

  • Implementation of customer experience vision/ strategy within Malaysia, ensuring clear assessment of gaps to globally defined standards, prioritization, and execution of actions to deliver minimum and target and work to signature standards.
  • Work with functions across the enterprise to ensure that customer experience is consistent through all customer facing touchpoints
  • Define the experience basics at the key customer moments of truth (based on NPS insights) & group CX standards
  • Establish the customer experience related pieces, including customer journeys overall and for partnerships or opportunities as they develop.
  • Identify and / or support the development of CX initiatives / services aligned to the customer insights/ segmentation and ensure optimize customer experience/ journeys to make the most of them.
  • Provide the business inputs on customer experience for the development of the digital technology platform to support the digital business.
  • Customer metric – tNPS and rNPS monitoring and engage with the relevant departments to analyze the data and help establish improvement actions to materially uplift increase performance; have an impact on brand consideration using CX.
  • Ensure we build customer experience capabilities leveraging the available training- CX Academy and development programs from across the group to enable them to work with an agile and customer-centric mindset as we develop new products and services.

Job Qualifications

  • Customer experience development & delivery
  • Program/ project delivery with material IT component
  • Customer analytics and segmentation
  • Lean/ 6-sigma/ Design Thinking/ Agile experience
  • Stakeholder engagement and influence
  • Developed digital business, ideally within insurance sector
  • Digital proposition development and deployment
  • Partner relationship management
  • Collaborating with multiple department stakeholders


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.

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. 

Let’s continue to grow together!


  • Location(s):  MY - Kuala Lumpur 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Tarenjit Kaur
  • Closing date:

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