Head of Customer Experience - Zurich Asuransi Indonesia (Jakarta, ID)

Zurich Insurance
Jakarta
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8-12 yearsSkills: ["Customer-centricity","Analytical thinking","Strategic thinking","Stakeholder management","Leadership"]

Drive a customer-centric culture by making customer understanding and insight the foundation of every customer initiative and new proposition. Design and integrate the customer insight function into strategic decision-making across Zurich, partnering with customer experience and brand marketing. Set objectives and KPIs to leverage market, competitor, and customer insights, scaling customer analytics to improve personalization, engagement, and loyalty, while owning budget, processes, and governance for data-collection initiatives.

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FursaFursa
Zurich Insurance
Zurich Insurance
2 months ago

Head of Customer Experience - Zurich Asuransi Indonesia (Jakarta, ID)

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Job Summary

Drive a customer-centric culture by making customer understanding and insight the foundation of every customer initiative and new proposition. Design and integrate the customer insight function into strategic decision-making across Zurich, partnering with customer experience and brand marketing. Set objectives and KPIs to leverage market, competitor, and customer insights, scaling customer analytics to improve personalization, engagement, and loyalty, while owning budget, processes, and governance for data-collection initiatives.
Location: Jakarta
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Design and develop plans to integrate the customer insight function into strategic thinking and influence decision-making across Zurich.
  • •Oversee how customer experience, brand marketing, and customer insights work together in close partnership.
  • •Set objectives and KPIs to guide how market, competitor, and customer insights are leveraged to engage customers in a distinctive, relevant way.
  • •Deploy and communicate the customer insight vision to scale and optimize customer analytics, improving personalization, share of wallet, engagement, and loyalty.
  • •Own budget, processes, and governance to plan and execute customer data collection and insight projects.

Key Requirements

  • •8–12+ years of experience in Customer Experience, Customer Service, Operations, or related functions.
  • •Minimum 3–5 years in a leadership role managing large customer-facing teams.
  • •Experience with customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.
  • •Strong analytical and strategic thinking skills.
  • •Strong stakeholder management skills.
Experience:8-12 years
Skills:Customer-centricityAnalytical thinkingStrategic thinkingStakeholder managementLeadership

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn