IFP Customer Experience Lead Asia

IFP Customer Experience Lead Asia

Job Description

Your Job

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

Role Overview & Primary Accountabilities:

This role is designed to drive IFP Asia customer centricity by elevating IFPs ability to understand customers situations, perceptions, expectations, and insights that then drive change in IFP to deliver improved customer experiences and as such grow. The successful candidate will be a critical part of the Asia CX and Sales Enablement Team, responsible for supporting the overarching CX strategy by i) Co-working with the VoC team on the VoC programme and ii) by Identifying, leading (or being as a consultant), and organizing several, simultaneous Cx transformational projects across different functions and countries and coordinating and driving actions in other teams.

Iii) Driving company wide customer mindset focus 

Customer Centricity


* Drive IFP Asia customer centricity by elevating KCPs ability to understand customers situations, perceptions, expectations, and insights that drive change to deliver improved customer experiences.  


* Lead the IFP Asia Customer centricity culture programme to change colleague’s customer mindset so they think about them in everything they do by driving i) Accountability towards Cx, ii) Raising voice of the customer in KCP and iii) improve engagement. 

Cx strategy 


* Support the construction of the customer experience vision, strategy, and road map for IFP Asia and International.


* Lead the evolution and implementation of Cx strategy that drives improved CES and CSAT scores and improved business growth

Lead Cx Projects


* Drive a process to identify, prioritize and resource critical projects based off VOC insights across IFP Asia.


* Lead and co-ordinate CX projects that deliver meaningful and measurable improvements to the customer experience (Will lead those Cx natural/prioritized projects and those that are cross functional) 


* Be a consultant in relation to Cx in projects that aim to improve process, policies and that require a strong Cx advocate. 


* Tracks and co-ordinates all Cx related projects to ensure they deliver on time and with impact. 


* Will support the measurement and tracking of the impact of the project into revenue 

Customer Journey Mapping, Internal Process Blueprinting and Business Case for Change 


* Leader of customer journey mapping and internal process blueprinting to understand how IFP processes, systems and organization affect customer outcomes. 
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