Customer Experience Senior Manager

2 days ago

Singapore NAVIGATOR INVESTMENT SERVICES LIMITED Full time

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives. In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with Financial Advisor channels and bancassurance, Singlife with Aviva offers investment solutions through its dollarDEX and Navigator platforms.

The mobile-first Singlife Account - with a Singlife Debit Card - allows customers to save, spend, earn and be insured all in one app. Singlife with Aviva was formed by the merger of Aviva Singapore and Singlife. First announced in September 2020 and valued at S$3.2 billion, it was the largest insurance deal in Singapore at the time and created one of the largest homegrown financial services companies in the republic.

**Purpose of the role**

We are looking for a Customer Experience Lead to assist the Head of Strategy and Business Management in developing and implementing strategies useful in improving customer relationship, dedication and satisfaction.

In this role, the CEX Lead will be required to set up and implement monitoring and tracking of customer touch points both on and off Navigator’s platform and devise strategies for improvement, enhancement and engagement.

To succeed in this role, you should be a reliable professional who is not afraid to speak their mind and stand by their decisions. You should be familiar with a broad range of issues and topics relating to CEX that would drive business strategies, including an interest in driving change management and transformation.

Your goal will be to ensure we achieve results through meaningful and well-planned execution that drives both short
- and long-term results.

**Key Responsibilities**
- Working collaboratively across departments to identify various customer touch points and experiences online via the Navigator platform
- to implement meaningful feedback loops or data metrics to enable business leads to react or act upon to optimize and improve on journeys.
- Working collaboratively across departments to track and monitor offline service standards and offerings to determine success factors or trigger points that would improve customer journeys.
- Design and implement customer surveys to track customer satisfaction and experiences
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analyzing customer feedback on online/offline journeys, as well as preparing reports with actionable insights
- Build a sustainable model to drive customer success and translate feedback that has impact on business strategies.

**Requirements**:
Experience
- Experience with designing and implementing customer journey improvement projects with good results
- Experience in conducting meaningful customer surveys and preparing detailed analytics with meaningful insights
- Excellent communication skills
- Integrity and professional ethics
- Business acumen
- Teamwork skills
- Attention to detail with a strong focus on end-to-end execution
- Able to work independently and comfortable with making decisions
- Able to work with ambiguity and structure own path

Education

Bachelor’s/Master’s degree in business management or relevant field

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