- Taikoo Shing, Hong Kong, Hong Kong
- On-site
- Executive
- 15+ years
Lead and drive the end-to-end customer strategy, roadmap, experience, and value management across the insurance value chain—from acquisition and onboarding to servicing, retention, and advocacy.
Responsibilities
- Lead the execution of the Group Customer strategy, principles, and ambition across Life, Health, and General Insurance businesses.
- Establish enterprise-wide customer segmentation, service models, and experience standards, with clear guardrails for local adaptation.
- Act as Group owner for customer-related policies, frameworks, and governance, ensuring alignment with brand and conduct commitments.
- Provide enterprise oversight of customer experience across the full insurance value chain: acquisition & onboarding, policy servicing & payments, claims & recovery, renewals, retention, and advocacy.
- Identify systemic pain points and prioritise cross-business, cross-market fixes with the highest customer and commercial impact.
Requirements
- Bachelor’s degree
- Master’s degree in business or related