FWD Vietnam

At FWD, we are Everyday Trailblazer!
[Challenger] - throw out the rule book and use your vision, passion and ideas.
[Champion] - one that treats each other with fairness & respect, and add values to people lives.
[Performer] - passion for thinking ahead, proactive ability to put ideas into action.
[Collaborator] - different people with different skill sets come together to create magic.

Business context you’ll be in
The Associate Director, Customer Experience (CX) assists the Chief Marketing Officer (CMO) in working with Senior Management, cross-functional stakeholders to formulate customer related strategies, frameworks and standards to help FWD Vietnam as a whole deliver the best customer experience at all touch points.

What you’ll be doing

• Work closely with stakeholders to determine business objectives and strategies for all customer propositions and customer journeys.
• Be accountable for customer experience KPIs and prepare corresponding reports (e.g. customer satisfaction reports/researches).
• Generate customer experience improvement initiatives using data insight and ongoing measurement.
• Collaborate with internal and external departments for CX improvement initiatives.
• Co-ordinate across departments in case of customer experience issues.
• Be the voice of the customer and help the organization understand how to satisfy their needs.
• Champion marketing strategy and ensure they are integrated into future activities.
• Ensure and maintain good relationships with key and relevant service providers to promote the branding of the company.