Director, Customer Experience

Customer Experience Director

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.

FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn

As a new brand in Vietnam, FWD's Vision is changing the way people feel about insurance. With support from the Chief Strategy Officer, the Customer Experience (CX) Director will be the champion of customer strategy and promote a customer-first mindset across the organization by leading the design, execution, and governance of customer experience (CX) strategies. This includes overseeing voice of customer (VOC) programs, customer journey design, and experience metrics (e.g., NPS, CES), while ensuring that customer insights directly inform product development, service delivery, and relevant strategic decisions. The CX Director need to have the passion for customers and the ability to lead and influence cross functional stakeholders to drive improvement initiatives for better customer experience.

Key Responsibilities:

• Assist the CSO to develop and drive the execution of a comprehensive CX strategy that enhances customer satisfaction, loyalty, and advocacy.
• Champion the voice of the customer across the organization, embedding CX principles into business planning and decision-making.
• Map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement.
• Lead cross-functional initiatives to redesign journeys that deliver improved customer experience.
• Propose and execute customer communication policy and standards, ensuring consistent messaging across digital, in-person, and service channels.
• Oversees the implementation of internal and external customer communication protocols.
• Plays a central role in launching and managing customer engagement campaigns, collaborating with marketing and distributions to ensure visibility/effectiveness of campaigns.
• Own the Net Promoter Score (NPS) framework and other CX metrics, ensuring robust measurement and actionable insights.
• Deploys platforms that capture the voice of the customer (VoC) and using insights to improve communication and engagement.

Qualifications / Experience:

• University Degree in a business related discipline. Post-graduate qualifications/high degree is an advantage.
• Minimum 5+ years of experience in leading customer experience, preferably in insurance or financial services.
• Proven track record in leading CX transformation initiatives with cross-functional teams.
• Entrepreneurial mindset with a passion for innovation and customer advocacy.

Knowledge & Technical Skills:

• Strong analytical skills: ability to translate customer insights into actionable strategies and actions.
• Strategic thinking: ability to embed customer principles into overall business planning.
• Excellent communication, both speaking and writing.
• Strong leadership, negotiation and influencing skills, with the ability to connect and drive collaboration across the organization.