Assistant Manager, Customer Experience, Life Operations

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

For more information about FWD Hong Kong, please visit www.fwd.com.hk/

Purpose

We focus on creating fresh customer experiences and making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to be a leading pan-Asian insurer by changing the way people feel about insurance.

We are seeking a skilled and innovative Customer Communication & Experience Design Specialist to join our team. The specialist will be responsible for designing exceptional customer communication and experiences across various touchpoints. This role requires a blend of creative thinking, communication expertise, and a deep understanding of customer needs. The ideal candidate will have a proven track record in customer communication and a passion for driving customer experience excellence.

The Job

This role will support Customer Experience Team on:

1. Customer Experience Strategy

• Develop and execute strategies to elevate end-to-end journeys across all customer and distributor touchpoints to improve NPS, customer/distributor satisfactions and loyalty.

• Collaborate with cross-functional teams (e.g., Distribution channels, Marketing, Operations, etc.) to align CX initiatives with business goals.

• Track KPIs and report on CX performance trends.

2. Customer Feedback and Insights

• Design and implement systems to collect and analyze customer and distributor feedback (e.g., Voice of Customers, Voice of Distributors, focus group, in-depth interviews, etc.).

• Translate insights into actionable improvement and present findings to senior leadership.

3. Journey and Communication Optimization

• Identify pain points in customer and distributor interactions and collaborate with cross-functional teams (e.g., Distribution channels, Marketing, Operations, etc.) to enhance the experience.

• Craft clear, compelling, and consistent messages across various customer and distributor touchpoints, ensure clear and effective communications across all touchpoints.

​4. Customer Centricity

• Promote a customer-centric culture and people-centred design within the organization.

The Person

• Bachelor's degree in Business, Marketing, Communications, or a related field.

• Minimum 5 years of experience in customer experience management, with strong understanding of insurance industry and prior consulting experience is a definite advantage.

• Strong business acumen, strategic thinking, communication and storytelling skills.

• Extensive analytical skills with the ability to interpret complex data sets and derive meaningful insights.

• Excellent stakeholder management skills and ability to partner and influence across different functions/business units.

• Ability to work independently and as part of a team.

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, gender, disability or family status in employment process.