# Head of Customer Strategy and Experience

**Company**: FWD Group
**Location**: Hong Kong
**Experience**: executive
**Job type**: full-time
**Category**: Insurance
**Industry**: Insurance

**Apply**: https://fwd.wd3.myworkdayjobs.com/en-US/FWDcareersite/job/Hong-Kong---Taikoo-Shing-Group-Office/Vice-President--Customer-Management_JR-0026982-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/head-of-customer-strategy-and-experience-896995d4-1b7/

## Description

We are seeking a Head of Customer Strategy and Experience to lead and drive the end-to-end customer strategy, roadmap, experience, and value management across the insurance value chain.

You will collaborate across Group and Markets to drive customer-centric growth, improving persistency and lifetime value, and embed a consistent, high-quality experience across channels and markets.

As a leader, you will manage, coach, and develop a team of high-performing individuals who are strong customer advocates in Group and Markets.

Key responsibilities include:

- Enterprise Customer Strategy & Governance: Lead the execution of the Group Customer strategy, principles, and ambition across Life, Health, and General Insurance businesses.

- End-to-End Value Chain Oversight: Provide enterprise oversight of customer experience across the full insurance value chain.

- Customer Value & Performance Management: Own enterprise targets and reporting for NPS, CSAT, CES, retention, persistency, and churn.

- Data, Insights & Platform Enablement: Sponsor enterprise capabilities for CRM, Voice of Customer, complaints analytics, and CX measurement.

- Enterprise Transformation & Simplification: Sponsor enterprise-wide initiatives to simplify customer journeys and communications.

- Governance, Risk & Compliance: Act as senior owner for customer conduct outcomes at Group level.

- Market Enablement & Influence: Enable markets with clear frameworks, playbooks, tools, and benchmarks.

- Leadership & Stakeholder Management: Lead and develop a high-performing customer management team.

Requirements:

- Bachelor's or master's degree in business or related field.

- 15+ years in insurance, financial services, or customer-led transformation, with senior leadership exposure.

- Proven leadership in executing customer strategy, CX, or customer value management at enterprise level.

- Strong understanding of the insurance value chain, purchasing, servicing, and claims operations.

Knowledge & Technical Skills:

- Experience with CRM platforms, CX analytics, and digital service transformation.

- Customer-obsessed, commercially astute, and data-driven.

- Strategic thinker with hands-on execution bias.

- Influential, resilient, and comfortable leading cross-functional change.

- Strong people developer and culture builder.

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## Skills

### Required
- CRM platforms
- CX analytics
- digital service transformation
- customer strategy
- customer experience
- customer value management
- insurance operations
- leadership
- change management

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Source: [Apply at fwd.wd3.myworkdayjobs.com](https://fwd.wd3.myworkdayjobs.com/en-US/FWDcareersite/job/Hong-Kong---Taikoo-Shing-Group-Office/Vice-President--Customer-Management_JR-0026982-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)