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• Drive and manage customer experience-focused projects, designing and implementing process improvements to enhance end-to-end customer and distributor journeys
• Manage daily NPS operations, including general maintenance, thorough analysis, and review of customer feedback to uncover key insights and pain points, fostering continuous improvement
• Launch and manage internal customer-centric programs, including regular communications and CX workshops
• Support citizen developers in leveraging the Power Platform to enhance operational efficiency and excellence. Provide guidance to facilitate the adoption and effective use of Power Platform tools across the organization
• Design and implement automation solutions using the Power Platform to streamline workflows and enhance productivity
• Monitor data flows to ensure accurate ingestion and processing, checking for errors, and ensuring data is up-to-date
• Compile comprehensive monthly operational reports, tracking the fulfillment of Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Assist in preparing materials for monthly Executive Committee meetings, coordinating inputs from various departments
• Support other team members in their tasks and initiatives to ensure overall team success

Job Requirements:

• Bachelor's degree in Business, Information Systems, Operations Management, Marketing, or a related field
• Strong analytical and communication skills
• Excellent command of reading, written and spoken English, Chinese & Cantonese
• Understanding of the financial industry; consulting experience preferred
• Proven skills in CX design and customer journey revamp
• Proficiency in MS Office and Power Platform; experience with Figma is a plus
• Experience in transformation projects and program management
• Ability to drive transformation, challenge the status quo, and work with C-suite executives
• Passion for customer experience, digital technology, and AI
• Strong analytical skills for interpreting complex data and deriving insights
• Excellent presentation and interpersonal skills
• Highly organized, logical, and proactive
• Strong sense of ownership and adaptability to new tasks and skills

Why Zurich

• At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?
• We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! , Join us as we constantly explore new ways to
• protect our customers and the planet