Senior Specialist, Customer Experience
On-sitePhnom Penh, Phnom Penh, Cambodia
Phnom Penh, Phnom Penh, CambodiaOn-siteFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Lead customer experience as an enterprise discipline by owning tNPS and rNPS across priority journeys, identifying pain points in onboarding, servicing, claims, and renewal, and translating insights into prioritized improvements. Partner with Operations and Distribution to improve service consistency and ensure frontline interactions align with brand standards. Activate longevity through customer engagement, partnerships, and signature initiatives that increase in-force engagement and support multi-policy ownership without establishing a standalone organization.
Required Qualifications
- Experience in the Cambodia insurance market
- Strong local corporate and ecosystem network
- Education or applied experience in health-related fields
- Proven experience managing customer-facing communication and experiences
- Strong ability to influence cross-functional teams without direct authority
- Fluent in Khmer and English
Desired Qualifications
- Excellent communication and interpersonal skills
- Excellent analytical, problem solving and solutioning skills
- A capacity for constant learning from both success and failure
- Open to change and continuous improvement
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