[보험/고객관리] Customer Experience Manager

A Customer Experience Manager role is now open in an insurtech company. The qualified candidate will manage CX operations, ensure chatbot and voice bot performance, and drive continuous improvements through data insights and collaboration.

Responsibilities:

• Support overall CX operations once bot automation and stabilisation are achieved
• Manage daily operations and quality of chatbot and voice bot services, ensuring response accuracy, stability, and customer satisfaction through structured QA
• Identify recurring issues through data analysis and propose improvement initiatives
• Discuss model performance, issues, and enhancement plans with the overseas team
• Participate in projects for new bot launches and continuous enhancement initiatives, applying service knowledge for documentation, testing, and inquiries
• Provide timely updates and issue resolutions to support outsourced operations, while keeping the customer centre informed on project progress
• Communicate effectively with internal teams to coordinate responses, align actions, and ensure smooth collaboration
• Research best practices to improve service quality, automation, and customer experience
• Support the CX team in daily operations, including outsourced contact centre KPI management and NPS activities
• Monitor CX-related issues and share key updates and insights with the Senior Customer Engagement Manager to drive timely and effective improvements
• Take ownership of assigned areas by proactively identifying issues, driving resolutions, and ensuring the successful completion of initiatives
• Follow through on commitments to ensure tasks are completed accurately and on time, even beyond regular duties when needed
• Report progress, challenges, and outcomes to maintain visibility and accountability

Requirements:

• Proven experience in customer support or collaboration with outsourced customer centres (leading a team and technical support experience is a plus)
• Hands-on experience in managing or playing a key role in service-related projects (global project experience is also a plus)
• Proficient in MS Office
• Business level English

Preferred Requirements:

• Experience or understanding of bot or conversational service operations

About the Company:

A leading insurtech company specialising in innovative insurance solutions and digital ecosystem services. The company connects insurers, distributors, and customers through advanced technology to offer seamless, personalised insurance experiences.

Keywords:

보험, 기술, 고객 지원

Job Ref: 4YV93P