Full timeJoin Aioi Nissay Dowa and elevate customer experiences in insuranceAbout us:At Aioi Nissay Dowa, we specialise in vehicle insurance and are all about providing top-notch service to our clients. We believe in making insurance simple, straightforward, and friendly.As part of our commitment to deliver excellence and great outcomes for our customers and partners, we have a newly created position for a Manager – Customer Experience.The role:Reporting to the COO, you will play a pivotal role in championing the continued development and delivery of exceptional customer experiences. This is very much a hands-on position, with great opportunities to apply your strategic thinking and your collaborative leadership approach to make a genuine impact. You'll lead the customer journey and be the key customer advocate for the organisation.Key responsibilities will include:Leading, coaching and developing the Policy Servicing and Policy Administration teams to build engagement, grow capability and inspire future leaders.Encouraging, influencing and driving collaboration across cross-functional teams, including contact centre, claims, recoveries and assessing, ensuring a seamless and cohesive customer experience.Aligning our vision to design and deliver comprehensive customer experience strategies.Advocating for and fostering a customer centric culture across the organisation.Utilising customer feedback, data analytics, and industry best practices to identify areas for improvement and implement effective solutions.What we're looking for:Prior experience in a leadership role with direct or indirect responsibility for contact centre teams.An exceptional communicator who encourages cross collaboration and innovative thinking.Analytical mind and a natural problem solver.Someone with a passion for improving processes and delivering exceptional customer service at every touchpoint.Experience of NPS and CSAT data analysis and reporting.A tertiary degree such as a bachelor's degree in Business, Marketing, Communications, or a related field.Insurance or Financial Services Industry experience is desirable but not essential.Why Join Us?Make an Impact: Play a key role in shaping the future of our customer experience and making a tangible impact on our business.Grow with us: Opportunities for professional development and career advancement within a growing company.Great team: A supportive and friendly work environment where your ideas are valued, and your contributions are recognised.Benefits: Competitive salary, wellness benefits, discounted insurance, and more.
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