Customer Experience Manager

In this position you will…

 

.. analyze customer data and collaborate with cross-functional teams to develop solutions that address customer needs, while leading strategies that strengthen value propositions, product offerings, and customer journeys to drive acquisition, retention, and lifetime value. You will also help promote a customer-first culture through an outside-in perspective. In a fast-growing global environment, you will work with domestic and international teams to support daily contact center operations, improving the customer journey by identifying issues, enhancing processes, sharing feedback, and ensuring customers can access services more quickly and conveniently.

 

You will be responsible for…

 

• Supporting daily contact center operations by collaborating with domestic and international teams to ensure customers can access services quickly and conveniently.
• Monitoring the daily operational performance of the outsourced contact center and investigating issues to identify root causes and solutions.
• Providing service guidance for changes in existing products and newly launched services to enable seamless and efficient contact center operations.
• Handling daily and ad-hoc requests from the contact center by delivering practical solutions and guidance.
• Identifying customer issues through monitoring interactions and process gaps, and proposing enhancements to improve the overall service experience.
• Sharing customer feedback across relevant teams and driving actionable insights to continuously optimize customer support processes.
• Reviewing analytic data and customer feedback in Qualtrics, developing mitigation plans to improve Net Promoter Score (NPS), and coordinating with relevant workstreams for fast execution.
• Reviewing customer journeys for new and existing products and making recommendations to strengthen the customer experience environment.
• Supporting and driving customer research (e.g., surveys, desktop research, qualitative studies) to deepen understanding of customer behaviors, preferences, and needs.
• Seeking better solutions and testing new approaches to enhance operational efficiency and improving the end-to-end customer journey.

 

For you to be successful…

 

Customer focus

• Understands the importance of customer feedback and appreciates their points of view
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption

 

Collaborative 

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Builds diverse networks and cooperative key working relationships to work in partnership with others
• Listens, encourages, and is respectful of others when working together

 

Communication

• Communicates clearly and actively listens to others
• Provides others with information they need in a timely manner
• Communication is specific and fact based using a style appropriate for the audience

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You will require the following qualifications and skills

                                                                                                                                

• Working effectively in a fast-paced environment with multiple teams, demonstrating the ability to manage a high volume of complex tasks, respond quickly, and view challenges as opportunities for growth.
• Bachelor’s degree and approximately 5 years of relevant experience in customer support, customer experience, consulting, or insurance services. Candidates with 2–3 years of strong growth potential are also encouraged to apply.
• Experience working in a results-driven environment with customer support KPIs (e.g., SL, ACR, AHT) and driving measurable improvements in customer operations and services.
• Experience delivering customer-centric initiatives across both physical and digital channels.
• Strong research and analytical skills, including NPS-related assessments, with high proficiency in analysing and modelling data using Microsoft Office tools (Excel, PowerPoint, Word, MS Project).
• Experience in stakeholder management, project management, meeting presentations. 
• Ability to communicate in English; Basic English is preferred. Applicants with basic email communication skills, the ability to present prepared work, and a positive attitude toward improving their English skills are also welcome.
• Good understanding of insurance products, market trends, and customer needs is plus
• Strong understanding of agile principles, processes, and ways of working.

 

 

bolttech is an international insurtech with a mission to build the world’s leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.

We’re a global team of pioneers, united by our ambition to build the future of our industry. Our team are growing our footprint all the time, serving millions of customers and partners around the world. We believe we are uniquely positioned as transformation leaders, because we are at the intersection of insurance and technology.

                                                                 DIVERSITY AND INCLUSION

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity.  We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.