Head of Customer Experience - Zurich Asuransi Indonesia

Job Summary

Drive a customer-centric culture across the organization making customer understanding and customer insight the starting point to every customer initiative and new proposition.

Job Qualifications

Required:

- 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 in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.
- Strong analytical, strategic thinking, and stakeholder management skills.

Job Accountabilities - Key Accountabilities

This role designs and develops plans to integrate the customer insight function into strategic thinking and influence decision-making across Zurich. The role oversees how customer experience, brand marketing and customer insights work together in strong partnership. It includes set...