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Chubb Life] Manager, Customer Journey and Operations

2 weeks ago

Việt Nam, Vietnam Chubb Full time

**Objectives of this role**

The Customer Journey and Operations Manager will be responsible for optimizing the customer journey and enhancing operational efficiency to deliver a seamless and exceptional customer experience. This role will involve understanding the end-to-end customer journey, identifying pain points, streamlining processes, and implementing strategies to drive customer satisfaction, retention, and business growth.

**Responsibilities**
- Design E2E journey optimized for digital products including, purchase, UW, New business, policy issuance and payment.
- Analyze the entire customer journey across various touchpoints, including pre-sales, onboarding, support, and post-sales interactions.
- Identify gaps, pain points, and areas of improvement in the customer journey and develop strategies to enhance the overall customer experience.
- Collaborate with cross-functional teams, including sales, marketing, product, and support, to ensure a consistent and seamless customer experience throughout the entire journey.
- Streamline operational processes and identify opportunities for automation and efficiency improvements.
- Implement and optimize customer success metrics and measurements to track the effectiveness of the customer journey and identify areas for improvement.
- Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency across customer touchpoints.
- Conduct regular analysis of customer feedback, surveys, and data to gain insights into customer needs, preferences, and pain points.
- Collaborate with the product team and operations to provide input and recommendations based on customer insights to drive product improvements and enhancements.
- Drive customer-centric initiatives, such as onboarding programs, educational resources, and self-service solutions, to enhance the customer experience.
- Monitor and analyze customer support metrics and KPIs to ensure timely and satisfactory issue resolution.
- Stay up to date with industry trends and best practices in customer journey mapping, customer experience management, and operations management.
- Bachelor's degree in business, marketing, or a related field. A master's degree is a plus.
- Proven experience in customer experience management, operations management, or a related role.
- Strong understanding of customer journey mapping methodologies and practices.
- Excellent analytical and problem-solving skills, with the ability to identify customer pain points and develop effective solutions.
- Strong project management skills, with the ability to prioritize and execute multiple initiatives simultaneously.
- Exceptional communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Experience in implementing customer success metrics and measuring customer satisfaction.
- Proficiency in customer experience management tools and technology.
- Detail-oriented with a focus on continuous improvement and operational excellence.
- Strong data analysis skills and ability to derive actionable insights from customer feedback and data.