Chubb Life HK: Customer Experience Lead
Chubb Life HK: Customer Experience Lead
Posted on :
22-08-2025
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1 Vacancy
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Job Description
Description
Qualifications
CX Journey Analytics & Strategy
- Lead end-to-end customer journey mapping across all touchpoints (purchase inquiries renewals claims)
- Develop a robust customer segmentation framework beyond demographics and past purchase history incorporating lifestyle and behavioural data
- Oversee the implementation of predictive analytics for customer lifetime value modelling
- Collaborate with IT to establish a unified customer data platform that connects all touchpoints
- Collaborate with Customer Growth Team to build a holistic picture on building a customer centric journey that enable the lead to turn into a customer
Team Leadership & Orchestration:
- Lead the Customer Optimization Team to design and implement campaigns that enhance customer experience across all touchpoints (post-purchase renewals claims).
- Provide strategic guidance to assistant managers in developing retention cross-sell/upsell and engagement programs.
Qualifications
- Bachelors degree in Marketing Business Administration or a related field.
- At least 10 years of experience in CRM customer engagement or marketing roles.
- Strong understanding of customer engagement strategies CRM systems and data analysis.
- Excellent communication interpersonal and project management skills.
- Ability to work in a fast-paced environment and meet deadlines.
- Proficiency in CRM software including SalesForce and data analysis tools.
- Less experienced candidates will be considered for the Managerial grade.
Employment Type
Full-Time
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