Customer experienceFWD Life Insurance Corporation

Job Description
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
FWD Group is a pan-Asian life insurance business with more than 10 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.
For more information, please visitfwd.com.ph.
1 Statistics Life 2022 Based on Paid-Up Capital
2 Statistics Life 2022 Based on New Business Annual Premium Equivalent
The CX Insights & Analytics Manager's core function is to translate data to insights, and insights to business value relating to customer experience. This function is responsible for collecting, managing and evaluating costumer data to improve their experiences with the company through our digital platforms which includes, but not limited to, Tapp/Omne, Customer Portal, Chatbots, etc. He/she will also be responsible to ideate and initiate campaigns to promote digital adoption to FWD customers and increase penetration to targeted audience with minimal utilization of the digital platforms.
The function is also responsible to assess the current Philippine CX performance against the Group CX strategy and supports the analysis of any quantitative and qualitative data. He/she will be involved in the industry benchmarking activities around customer experience for best practice purposes.
Key Responsibilities:
1. Drive insights and business value through our digital platforms and taking the next steps on the Insights to Action journey. He/she is responsible for understanding the customer's journey in embracing digital platforms such as Tapp, Customer Portal, etc. and identify gaps to continue improving the drive to digital adoption.
2. Develop and maintain dashboards and reporting systems that are easy to understand. Monitor KPIs and lead continuous testing and optimization strategy pertaining to CX owned platforms.
3. Create and produce regular cadence on CX insights reporting to measure and track KPIs against benchmark and lead analytics presentation to business stakeholders. This includes, but not limited to, Voice of the Customers surveys, Customer Experience Excellence outcomes and any industry benchmarking analytics activities.
4. Regularly provide product owners clear and actionable insights by evaluating existing Omni channels and other digital capabilities to ensure journeys are orchestrated with a customer-first mentality to help the organization in changing the way we make people feel about insurance.
5. Lead market research projects and campaign materials to help increase customer utilization of the company digital platforms such as Tapp, Custom Portal, Chatbots, etc. while increasing digital adoption of the enterprise.
6. Perform ad-hoc research needed by the Customer Experience team and provide analysis on information to be used in future projects relating to improving the overall journey of our external and internal customers.
7. Provides tactical support to the Head of CX team in the areas of vendor contract analysis and budget forecasting.
Knowledge and Skills: State the minimum qualifications required to successfully perform the job. These are qualifications that are necessary for someone to be considered for the position.
Education & Certification:
At least a college graduate in any field of studies
No certification is required
Experience:
At least 2 years in the insurance industry with exposure to underwriting, policy administration and claims management.
Prior experience (up to 5 years) in the field of customer service is necessary with acceptable exposure to campaigns or marketing.
Must have an experience in handling multiple projects using CX methodologies such as Customer Journey Mapping and Design Thinking/Human Centered Design.
Technical Competencies/Skills:
Communication: Describe the communication skills required for the post. Describe the key relationships the job is required to develop or interact with.
Problem Solving: e.g. Resolve scheduling conflicts to coordinate meetings. or Investigate major design challenges to improve product effectiveness.
Innovation: e.g. Find new ways to achieve better results within job. or Research and develop new products using leading-edge platforms.
Required Competencies:
Customer Led: Uses feedback to understand customers. Knows who their customers are and acts on feedback from customers regarding satisfaction.
Deliver the vision: Is able to describe what the plans are for own role and how they link to the company vision.
People orientated: Shares and seeks support from team for outcomes, maintains communication and takes personal responsibility for involving key stakeholders
Decision making: Sorts through data and recognizes the most important and relevant facts, evaluates and chooses options by assessing them against the decision criteria.
Market led: Uses relevant market data and is aware of competitor and industry landscape and how FWD differs.
Strategy focused: Prioritizes own activities based on their importance to support the Functions strategy
Cultural alignment: Is able to find relevant information and support within the organization
Drive results: Can explain own KPI's and general role requirements and strives to exceed them.
Privacy Notice
Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.
FWD has partnered with Talocity Instasolutions Private Limited (Talocity) to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to .
When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.