As part of the company's strategic focus on Customer Advocacy, this role is pivotal in shaping, driving, and sustaining a customer-centric culture across the insurance operations. You will be responsible for designing and managing the end-to-end customer experience framework, ensuring that all customer interactionsacross underwriting, claims, call centres, and customer service centresreflect the company's commitment to fairness, empathy, and excellence.
This role also oversees the quality and consistency of customer correspondences and communications, ensuring that all written and verbal engagements are clear, professional, and aligned with the company's tone of voice and brand values. The incumbent will partner closely with operations, product, compliance, and digital teams to continuously refine customer journeys and communication standards.
- Lead the development and execution of Group Operations Customer Experience Strategy, ensuring alignment with the Company's Customer Advocacy vision
- Oversee and enhance customer communications across all operational functions, including underwriting, claims, call centre, and service centres
- Establish and maintain communication standards, templates, and tone-of-voice guidelines to ensure consistency, clarity, and empathy in all customer correspondences
- Analyse customer feedback, complaints, and service metrics to identify pain points and drive process improvements
- Collaborate with cross-functional teams to design and implement customer journey improvements, ensuring frictionless and positive experiences at every touchpoint
- Partner with relevant departments to ensure that customer communications are accurate, compliant, and fair
- Lead initiatives to strengthen customer understanding among employees through training, knowledge sharing, and service culture programmes
- Serve as a subject matter expert in customer experience design, supporting management in related governance or audit reviews
- Possess a bachelor's degree preferably in Business Administration, Communications, Marketing, or a related discipline
- Has at least 5 years of experience in the insurance or financial services industry, with substantial exposure to corporate communication, operations, customer experience management, or service quality
- Has proven track record in leading customer communication or experience transformation initiatives
- Has strong understanding of insurance business
- Possess excellent written and verbal communication skills, with the ability to translate complex information into clear and empathetic messages
- Exhibits strategic thinking with strong analytical, stakeholder management, and problem-solving capabilities
- Demonstrates leadership ability with experience managing teams and influencing cross-functional stakeholders
- Has deep sense of customer empathy and advocacy
- Is articulate, composed, and a professional communicator
- Is strategic yet detail-oriented, with an ability to balance business objectives and customer needs
- Is a collaborative leader who thrives in a dynamic and evolving environment
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Work Locations
SG-GE Centre
Job
Customer Services
