Key Responsibilities:



• Consolidate, deep- dive and analyze customer insights to align with service delivery & client servicing strategy / innovations from either transversal or functional view.
• Be accountable for managing multiple projects/initiatives within the Customer Experience Improvement program of work.
• Be a champion for quality excellence and customer-first thinking. Conduct current-state / as-is analysis including:
  


• Conduct root cause analysis to identify/define/validate failure points impacting customer experience
• Workshop design and facilitation to gather data and agree current state baselines.
• Baseline development to quantify issues using: operational metrics (e.g., cycle-time), commercial metrics (e.g., cost-to-serve) and customer experience metrics (e.g., episode net-promoter-score).


• Conduct future-state / to-be design including:
  


• Defining the desired state and the changes (e.g., to people / process / technology) required to achieve.
• Identifying stakeholders required to endorse / deliver the future-state
• Defining success-criteria to demonstrate initiative completion.
• Developing Benefit Cases that explain initiative assumptions and change to baseline performance that can justify implementation costs


• Ensure that the business initiative owners for the improvements you identify are managing project implementation, risks, spend and quality execution to deliver on committed outcomes.
• Be responsible for effectively identify, define and drive a customer experience improvement program at Cigna, do deliver operational quality and Cigna’s Net Promoter Score (NPS). This will be achieved through leading teams to deliver improvements using methods including Agile, Lean Six Sigma, Quality Management, and Business Process Re-engineering.



Skills and Experience



• Bachelor degree or above
• 5 + years in Customer Experience management or operation area in insurance sector.
• Fluent in English. Ability to liaise with Cantonese or Mandarin speaking stakeholders is essential.
• Hands on project experience and working on large and complex end to end customer experience design and improvement projects.
• Proven experience in working with and influencing senior stakeholders.
• A first rate communicator, with an ability to drive change through a compelling narrative
• Experience leading complex engagements with teams of 3 – 12.
• Demonstrated capability to understand and balance commercial, financial and technical financial requirements.
• Iterate intelligently, thrive in ambiguity, clear hurdles making the right designs happen
• High level of business and commercial acumen with a demonstrated ability to interpret business requirements and deliver outputs that align with business improvement objectives.
• Strong technical capabilities in statistics and analysis
• Knowledge and/or experience in the implementation of business / process improvement methodologies (Agile, Six Sigma, Lean, TQM etc) is desirable. （6个月短期合同)



职能类别： 其他 项目经理/主管

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