Customer Experience Officer
Manulife Financial Corporation
Makati City, PH
11d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Develop and maintain an end-to-end customer journey map that will provide the business with insight to the customer experience across our various distribution and servicing channels

Partner with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to :

  • Product development process
  • Sales process
  • Customer service process
  • Remote channel interaction flows
  • In partnership with Customer Insights and relevant internal teams, develop action plans in response to research and satisfaction survey findings.

    Track and report on progress and impacts of such plans.

    In partnership with HR and Training teams, implement workshops and similar initiatives aimed at building awareness of the customer experience, and championing a culture of service excellence & customer focus.

    Participate in Regional (Asia) projects in the area of client centricity and customer experience, as needed.

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