Customer Experience Manager (Hybrid - m/f/x/d - 80-100%)
Location
Paris (75) | France
Job description
- Collaborate with cross-functional teams working to meet challenging business targets for delivering professionalized services to Swiss Re' existing and new corporate clients
- Create collaborative relationships with internal stakeholders and colleagues to deliver the best possible service to the clients. Bring insights gained in other regions to EMEA
- Produce and present CX&E materials in client meetings and at industry events in order to build a strong presence amongst the EMEA L&H insurance community.
Specifically:
- Conduct analysis on engagement of clients' customers and their experience, with a focus on the retail parts of the L&H portfolio and across different markets in EMEA, products and distribution channels. This encompasses the assessment of client retention capabilities, sales practices, and wider engagement
- Work with the wider IFS team, perform reviews to assess the scope for retention improvement with our clients building a pipeline of opportunities
- Take ownership for the IFS plan for specific regions/clients within EMEA, working with others in the IFS team (EMEA and globally) to prioritize efforts and ensure success of reaching the global IFS financial targets
- Undertake meaningful and impactful interventions with clients to deploy solutions to improve business and customer outcomes with a focus on measuring value and monitoring results through defined KPIs
- Conduct constructive and fact-based conversations with clients on improvement areas and planning for customer experience and retention activities moving forward.
About the Team
This role sits within a matrix structure, reporting to the Lead Customer Experience Manager EMEA, but also supporting Swiss Re's EMEA focused market units. The team further expands to encompass with the global IFS, Client Markets, Swiss Re's Behaviour Research Unit and Swiss Re Solutions to ensure consistency of delivery with a right service, right client mentality.
This is an exciting opportunity to support a key part of our strategy by growing our solutions offering alongside reinsurance services within the EMEA market.
About You You are a dynamic, outcome driven collaborator with a will-do attitude and a real passion for making a difference. With your excellent interpersonal skills – communication (written and presentation), persuasiveness, and team orientation - you can drive projects to completion, monitoring risks and identifying appropriate mitigation actions where necessary.
You are effective in working within a matrix structure, partnering with both local and global teams to draw out the best of both, and able to make decisions in the face of complexity, conflicting pressures, and ambiguous circumstances.
Essentials:
- Graduate or post-graduate qualification involving behavioral science (BA/BSc in Behavioral science, Customer Behaviour, Economics, Psychology)
- Hands-on knowledge and experience designing, implementing, and evaluating customer focused field trials in a non-academic setting
- Professional experience (min 3-5 years) in client-facing roles in a commercial setting, preferably in L&H insurance
- Experience in one of the following areas is desirable: design thinking; journey mapping, UX design
- Experience in project managing research or other commercial projects, including prioritizing and time management of multiple tasks
- Confidence working with leading national and international experts both in academic and insurance settings
- Fluent in English; other languages (specifically French, German, Spanish) considered a strong asset
- Happy to travel, mostly within EMEA.
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