Experience Design Manager - Insurance

Our client is a leading life insurance and financial services provider in the Philippines, offering a comprehensive range of protection and wealth management solutions. The organisation is recognised for its strong customer focus, commitment to innovation, and ongoing investments in digital transformation and customer experience initiatives, making it one of the most established players in the insurance industry.

• Lead customer experience (CX) transformation projects and strategic initiatives alongside the CX Head (VP).
• Translate CX strategy into roadmaps, business cases, and execution plans across customer journeys and touchpoints.
• Manage Voice of Customer (VoC) programmes and customer analytics to identify insights and improvement opportunities.
• Own CX dashboards, KPI reporting, governance, and executive updates to monitor business impact.
• Drive process improvement and service excellence initiatives using Lean Six Sigma methodologies.
• Partner with cross-functional teams to implement customer-centric solutions and operational enhancements.
• Establish project governance, manage risks and dependencies, and ensure successful programme delivery.
• Lead customer journey analysis, continuous improvement efforts, and change management initiatives.
• Develop and coach team members while building capabilities in analytics, project delivery, and process improvement.
• Ensure compliance with regulatory, risk, and audit requirements across all activities.