Role Summary
The Assistant Director, HNW Customer Strategy & Experience is responsible for translating the High Net Worth strategy into a differentiated customer experience. This role focuses on identifying systemic gaps and prioritizing improvement initiatives to enhance service standards for affluent clients.
Job Description
In this role, you will engage in day-to-day activities that involve building structured processes and defining KPIs to support sustainable business growth. You will work closely with cross-functional teams to ensure a seamless customer experience.
Key Responsibilities:
- Translate the High Net Worth strategy into actionable customer experience initiatives.
- Identify and analyze systemic gaps in onboarding, underwriting, and claims processes.
- Prioritize improvement initiatives based on customer feedback and operational efficiency.
- Build structured processes and service standards tailored for affluent clients.
- Define KPIs and governance frameworks to measure success and drive accountability.
- Collaborate with senior stakeholders across Distribution, Product, and Operations.
- Lead cross-functional teams to ensure effective execution of customer strategies.
Job Requirements
Degree in Actuarial Science, Business, Finance, Marketing or related discipline.
15 years of experience in life insurance with broad exposure across product and strategy.
Strong technical understanding of life insurance products and operational processes.
Experience in customer strategy, segment management, or business transformation.
Ability to influence senior stakeholders across various departments.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Incentive / Bonus
Competitive performance-based incentives and rewards.
Skills Required
6 skills
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Required Skills
Customer Strategy
Project Management
Data Analysis
Stakeholder Management
Business Acumen
Process Improvement
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