Customer Experience Manager

This newly created Customer Experience Manager position offers a unique opportunity to play a pivotal role in supporting the digital transformation of a leading insurance organisation currently navigating an exciting transition phase. You will work closely with senior leaders and collaborate across departments including technology, marketing, and executive teams, ensuring your contributions are visible at the highest levels.

* Be part of a newly established team driving digital transformation within a respected insurance organisation, where your ideas and expertise will help shape the future of customer experience.
* Enjoy the benefits of a supportive workplace culture that values employee well-being, encourages knowledge sharing, and provides flexible working arrangements to suit your lifestyle.
* Work directly with senior leadership and cross-functional teams, giving you exposure to strategic decision-making processes and opportunities for professional growth.

What you'll do:

As a Customer Experience Manager, you will be instrumental in shaping how customers interact with the organisation during this period of digital transformation. Your day-to-day activities will involve setting up advanced management information systems that provide actionable insights for various departments. You will use digital tools to enhance every stage of the customer journey, from initial engagement through ongoing support. By analysing website traffic patterns and customer feedback, you will uncover valuable opportunities for improvement. Collaboration is central to this role; you will work hand-in-hand with technology experts, marketers, product developers, sales professionals, and senior executives to ensure that every initiative aligns with both customer expectations and business objectives. Your ability to advocate for customers internally will help foster loyalty while driving measurable improvements in satisfaction. This is an ideal position for someone who enjoys connecting data analysis with empathetic communication in a fast-evolving environment.

* Establish robust management information systems that enable effective data collection and support compelling storytelling for internal stakeholders.
* Enhance customer experience by leveraging digital tools, conducting user acceptance testing (UAT), and producing insightful reports that inform ongoing improvements.
* Evaluate website traffic and key metrics to gain a deep understanding of customer needs, behaviours, and preferences across all digital touchpoints.
* Collaborate extensively with technology, marketing, sales, product development, and C-level executives to implement strategies that drive customer satisfaction and loyalty.
* Analyse customer feedback and quantitative data to identify pain points as well as opportunities for improvement throughout the customer journey.
* Develop comprehensive strategies aimed at elevating every aspect of customer interaction, ensuring seamless experiences from initial contact through post-sale support.
* Align customer experience initiatives with broader business goals by working closely with cross-functional teams to ensure consistency and effectiveness.
* Champion the voice of the customer within the organisation by advocating for their needs and expectations in all relevant forums.
* Monitor industry trends in digital engagement to recommend innovative approaches that keep the company ahead in delivering exceptional service.
* Support ongoing training initiatives to foster a culture of empathy, responsiveness, and continuous improvement among colleagues.

What you bring:

To excel as a Customer Experience Manager in this transformative environment, you will bring proven expertise in managing complex projects involving multiple stakeholders. Your background should include hands-on experience using data analytics tools to interpret customer behaviour patterns as well as designing strategies that deliver tangible improvements in satisfaction levels. You are known for your collaborative approach—working seamlessly across departments—and your ability to communicate empathetically with both colleagues and clients. Your understanding of digital platforms allows you to leverage technology effectively while remaining sensitive to individual needs. You have demonstrated success advocating for customers’ interests within previous roles by influencing organisational priorities. In addition to technical proficiency, your interpersonal skills set you apart: you build trust quickly through honest dialogue and show genuine care for others’ perspectives. Your commitment to personal growth ensures you stay current on best practices in digital engagement while maintaining an inclusive mindset when working within diverse teams.

* Demonstrated emotional intelligence that enables you to understand and share the feelings of customers, creating positive impacts throughout their journey.
* Proven analytical skills in collecting, interpreting, and presenting customer data as well as market research findings to inform strategic decisions.
* Experience in developing and implementing strategies designed to enhance interactions between customers and the organisation across multiple channels.
* Ability to collaborate effectively with diverse teams including technology specialists, marketers, sales professionals, product developers, and executive leaders.
* Track record of acting as a passionate advocate for customers within previous organisations by championing their needs at every opportunity.
* High level of digital literacy with proficiency in using modern tools and platforms to improve engagement and service delivery.
* Excellent interpersonal communication skills that foster trustful relationships both internally among colleagues and externally with customers.
* Capacity for strategic planning that balances immediate priorities with long-term objectives related to customer experience enhancement.
* Commitment to continuous learning about emerging trends in digital engagement within the insurance sector or similar industries.
* Sensitivity towards cultural differences when interacting with global teams or local customers.

What sets this company apart:

The organisation stands out due to its impressive combination of global influence paired with a strong local presence—offering employees access to international resources while maintaining close ties within the community. It is dedicated not only to business excellence but also prioritises employee well-being through generous investments in health programmes, flexible working models tailored around individual needs, and ongoing training opportunities designed for professional development. The company fosters an inclusive environment where knowledge sharing is encouraged at all levels; this means you’ll benefit from supportive leadership focused on helping everyone succeed together. Whether you’re seeking career advancement or simply want a workplace where your contributions are valued alongside your personal growth ambitions, this is an employer committed to nurturing talent over the long term.

What's next:

If you are ready to make a real difference during an exciting period of change—while enjoying flexibility and support—this is your chance!

Apply today by clicking on the link provided.

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551