【TW Life】Senior Director, Digital Customer Journey
Chubb · Taipei
- 全面領導客戶服務與保全部門，制定並執行以客戶為中心的服務策略，提升客戶體驗與忠誠度。
- 優化保全作業流程，確保保單異動、續期、貸款等服務準確、高效且合規。
- 推動數位化轉型，導入自助服務平台、智能客服等創新工具，提升服務效率。
- 分析客戶反饋與服務數據，持續改善服務品質，並主動識別客戶需求。
- 與理賠、行銷、IT等部門協作，確保服務流程無縫銜接，支持公司業務發展。
- 建立高效專業團隊，推動持續轉型學習與專業變革成長。
- Lead the Customer Service & Policy Administration Department, formulating and executing customer-centric service strategies to enhance customer experience and loyalty.
- Optimize policy administration processes, ensuring accuracy, efficiency, and compliance in policy changes, renewals, loans, and related services.
- Drive digital transformation by implementing self-service platforms, intelligent customer support, and other innovative tools to improve service efficiency.
- Analyze customer feedback and service data to continuously improve service quality and proactively identify customer needs.
- Collaborate with Claims, Marketing, IT, and other departments to ensure seamless service processes and support business growth.
- Build a high-performing professional team, promoting staff training and development in line with Chubb Life’s craftsmanship spirit.