Senior Specialist of Consumer Experience

Job Purpose

The Senior Consumer Experience Specialist is responsible for providing support in developing and implementing strategies that ensures consumer interactions with the insurance market are fair, transparent, and positive.

Key Responsibilities and Activities

Operations Management

• Implementation of the General Department’s policies, systems, procedures and controls so that all relevant procedural/ legislative requirements are met while delivering high quality and cost-effective results

Consumer Experience

• Assist in conducting research and analysis to gather insights into consumer behaviour, needs, and satisfaction levels. Use this data to inform policy and strategy.
• Support in the coordination with Consumer Care Department to understand consumer complaints management process, ensuring that complaints are resolved efficiently and effectively, and identifying trends to inform systemic improvements.
• Engage with a broad range of stakeholders, including consumers, insurance companies, and regulatory bodies, to promote consumer rights and enhance the consumer experience.
• Collaborate with other departments to develop and refine policies and regulations that protect consumers and improve their experience.
• Prepare and present reports on consumer experience initiatives, outcomes, and consumer satisfaction metrics to senior management and external stakeholders.
• Perform any other related job duties as assigned.

Qualifications and Requirements

Knowledge and Experience

• 3 years or more of relevant experience in customer experience or any related field.
• Previous experience in government sector or regulatory bodies is preferred.

Education and Certifications

• Bachelor's degree in business administration, Finance, or any other related field
• Master's degree in business administration or any other related field is preferred.
• Relevant professional certificates are preferred.

Competencies

• Effective communication
• Teamwork
• Results-oriented
• Stakeholders’ management