Head of Customer Journey and Experience

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines 

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph. 

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

Job Purpose:

The Director, Customer Experience (CX) is responsible for shaping and delivering a seamless, data-driven, and customer-centric journey across the organization.

This role leads a team of six CX professionals spanning insights, engagement, proposition, and customer success to drive experience improvements, strengthen customer loyalty, and support business growth.

The role combines strategy, analytics, and execution, ensuring that customer feedback and insights directly inform decision-making, product development, and service design.

Education & Certification:

• Bachelor’s degree in Business, Marketing, Psychology, or related field (Master’s preferred)
• Preferably LOMA certified
• Must be certified in Human Centered Design

Experience:

• 8–12+ years of experience in Customer Experience (CX), Experience Management (XM), Customer Success, Insights, or related roles
• At least 3 years of experience in people management/leadership capacity
• Demonstrated experience in managing XM and Voice of the Customer (VoC) programs, including support of customer journey improvement initiatives.
• Strong foundation in customer research, analytics, and insight generation, with the ability to translate findings into actionable recommendations.
• Preferably with exposure to the insurance industry, ideally at least 2 years.
• Experience managing multiple CX initiatives concurrently, using methodologies such as Customer Journey Mapping, Design Thinking, and Human‑Centered Design. Must have experience in handling multiple projects using CX methodologies such as Customer Journey Mapping and Design Thinking/Human Centered Design

Privacy Notice

Your privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.