Customer Engagement Lead

About Fwd Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines 

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph. 

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Customer Engagement Lead is responsible for overseeing the closed loop feedback process, including analyzing, investigating, and addressing customer feedback. This role involves collaborating with internal teams and fostering strong customer relationships.

They also engage with both internal and external stakeholders to create a more customer-centric culture and deliver meaningful customer engagement initiatives that promote loyalty, retention, and a more positive customer experience.

• Customer Communication
• Conduct targeted closed loop feedback interactions with customers to address negative feedback, gather deeper context, and work toward resolution.
• Ensure accurate capture of customer feedback and insights for reporting and analysis
• Collaboration and Business Improvement
• Collaborate with cross-functional teams to address issues identified through CLF
• Analyze trends, identify root causes, and provide recommendations focused on next issue avoidance and outer loop improvements to strengthen processes, products, and policies
• Internal Engagement
• Promote a customer-centric mindset within the organization by sharing insights and facilitating discussions
• External Engagement
• Support and participate in initiatives that build stronger relationships with customers and enhance loyalty

Job Quaifications:

• Should be a college graduate of business or any related course.
• LOMA ALMI or ACS is a plus
• 3 years in a customer service environment dealing with escalated customer complaints. CX/VOC experience is a plus
• Experience: [Provide minimum experience level requirement for the role. e.g. professional, special training and equivalencies.
• 3-5 years of experience in customer service or customer experience roles with exposure to closed loop feedback/customer recovery
• Strong analytical and problem-solving skills, with ability to identify patterns and root causes
• Excellent communication and interpersonal skills, capable of engaging with both customers and internal stakeholders
• Experience facilitating customer-centric initiatives and driving cross-functional collaboration is an advantage

Privacy Notice

Your privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.