Job Purpose

This role drives a customer-first cultural change at FWD focused on aligning the business to form an outside-in perspective based on our customer insights, feedback, and analytics. This role will engage with all of the people who either directly or indirectly impact customers, provide subject matter expertise around latest Voice of Customer trends and proven practices related to customer experience and facilitate customer-led transformation in the hearts and minds of leaders and employees to implement customer experience initiatives.

Key Responsibilities

• Design end-to-end process to capture Voice of Customers (VoC) from various touchpoints until close-loop feedback process and work with vendor and Group Office to implement VoC platform on new touchpoints
• Manage and enhance VoC platform to automatically collect customer instant feedback, alert for close-loop, and provide real time dashboard
• Track and monitor customer satisfaction metrics ex. NPS, CSAT, and customer sentiment via multiple and diverse touchpoints.
• Analyze customer feedbacks and provide insights to organizations from their customers so they make more informed decisions.
• Analyze market trends and company’s competitor to identify opportunities and threats.
• Work with data analytic team to factor customer insights into propensity model e.g. potential to buy, potential to lapse, etc. and quantify the monetary impact
• Consolidate and align customer operations into one unified direction from cross-functional teams for customer satisfaction and a seamless experience.