Together with Head of Customer Experience & Insights, this role will help drive awareness, understanding and the execution of programmes to support Great Eastern's ambition to drive Customer Advocacy/NPS and be strongly guided by Fair Dealing practices across all our office in SG, MY and IND.
This will include being involved and contributing to the design and implementation of CX measurement systems / customer experience dashboards, building NPS Champions Workgroups to address detractors, as well as building customer journey mapping and design thinking capability.
Additionally, Fair Dealing measurements and practices to ensure we treat our customers fairly will need to be developed for each market as customer behaviour, risks or selling practices evolve. Alignment on a one GE approach to Customer Advocacy & Fair Dealing will be key to ensuring that all our entities in SG, MY and IND progress and succeed, leveraging the best practices amongst the entities and levelling up our customer experience and service standards.
Duties Include
- Working with Customer Experience Metrics team to design CX measurements and dashboards for stakeholders use
- Contributing as a participating member of the NPS Champions Workgroup to address issues raised by detractors
- Contributing to the redesign of key customer journeys to ensure Great Eastern's brand as a leading insurer is cemented
- Assisting Customer Research Unit in conducting customer research and interviews to understand and analyse customer painpoints in order to come up with solutions with internal stakeholders
- Assisting Head, CXI in scaling CX & Fair Dealing principles, practices and capabilities across SG, MY and IND
- Degree in Business or equivalent - Experience with design thinking and/or customer research methods
- 3-5 years of experience in the financial or insurance industry
- Creative, out-of-the-box thinker with a questioning, curious disposition
- A collaborative worker who is able to leverage the strength of the team
- Someone who takes initiative and is results oriented
How You Succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Who We Are
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To All Recruitment Agencies
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
Work Locations
SG-GE Centre
Job
Singapore
