Head of Customer Experience - Premium Insurance Leadership Role

BCA Life Insurance is seeking a visionary Head of Customer Experience to lead our customer-centric transformation in Bali. This strategic role will shape the end-to-end customer journey, ensuring exceptional service delivery across all touchpoints in Indonesia’s leading insurance provider.

As the Head of Customer Experience, you will drive a customer-first culture, leveraging data analytics and cutting-edge tools like Salesforce and Tableau to optimize customer interactions. With a proven track record of transforming customer experiences in the insurance sector, you will work closely with cross-functional teams to implement innovative solutions that enhance customer satisfaction and loyalty.

📋 Tanggung Jawab Pekerjaan

• Develop and implement a comprehensive customer experience strategy aligned with BCA Life Insurance's vision and values.
• Lead and mentor a high-performing Customer Experience team, fostering a culture of continuous improvement and innovation.
• Analyze customer data using Salesforce and Tableau to identify trends, opportunities, and areas for improvement in customer interactions.
• Collaborate with product, sales, and marketing teams to ensure seamless integration of customer experience initiatives across the organization.
• Monitor and evaluate customer feedback and satisfaction metrics, driving continuous improvement in service delivery.
• Stay abreast of industry trends and best practices in customer experience, and drive the adoption of new technologies and methodologies to enhance the customer journey.
• Represent BCA Life Insurance at industry events and conferences, showcasing the company's commitment to customer-centricity.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and regulatory bodies.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, Psychology, or a related field.
• 10+ years of experience in customer experience leadership roles, with a proven track record of driving significant improvements in customer satisfaction and loyalty.
• Proven expertise in customer experience strategy, data analytics, and process optimization.
• Strong understanding of the insurance industry, with a focus on customer-centric solutions.
• Familiarity with customer experience management tools such as Salesforce and Tableau.
• Excellent leadership and communication skills, with the ability to inspire and motivate teams.
• Strong analytical and problem-solving skills, with the ability to drive data-informed decision-making.
• Ability to work effectively in a fast-paced, matrixed environment, with a focus on delivering results.

🛠️ Keahlian

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