IFP Customer Experience Lead Asia

IFP Customer Experience Lead Asia

Your Job

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.

Role Overview & Primary Accountabilities:

This role is designed to drive IFP Asia customer centricity by elevating IFPs ability to understand customers situations, perceptions, expectations, and insights that then drive change in IFP to deliver improved customer experiences and as such grow. The successful candidate will be a critical part of the AsiaCX and Sales Enablement Team, responsible for supporting the overarching CX strategy by i) Co-working with the VoC team on the VoC programme and ii) Identifying, leading (or being as a consultant), and organizing several, simultaneous Cx transformational projects across different functions and countries and coordinating and driving actions in other teams. iii) Driving company wide customer mindset focus.

Customer Centricity

• Drive IFP Asia customer centricity by elevating KCPs ability to understand customers situations, perceptions, expectations, and insights that drive change to deliver improved customer experiences.

• Lead the IFP Asia Customer centricity culture programme to change colleague’s customer mindset so they think about them in everything they do by driving i) Accountability towards Cx, ii) Raising voice of the customer in KCP and iii) improve engagement.

Cx strategy

• Support the construction of the customer experience vision, strategy, and road map for IFP Asia and International.

• Lead the evolution and implementation of Cx strategy that drives improved CES and CSAT scores and improved business growth.

Lead Cx Projects

• Drive a process to identify, prioritize and resource critical projects based off VOC insights across IFP Asia.

• Lead and co-ordinate CX projects that deliver meaningful and measurable improvements to the customer experience (Will lead those Cx natural/prioritized projects and those that are cross functional).

• Be a consultant in relation to Cx in projects that aim to improve process, policies and that require a strong Cx advocate.

• Tracks and co-ordinates all Cx related projects to ensure they deliver on time and with impact.

• Will support the measurement and tracking of the impact of the project into revenue.

Customer Journey Mapping, Internal Process Blueprinting and Business Case for Change

• Leader of customer journey mapping and internal process blueprinting to understand how IFP processes, systems and organization affect customer outcomes.

• Perform Gap Analysis between ideal customer state and current state of business, identifying critical internal operational changes needed to bring about the ideal customer experience.

• Build detailed business case for change, outlining people, processes, and technology changes as well as budget and timing needed to affect positive customer outcomes tied to IFP revenue improvement.

VoC (In conjunction with VoC team)

• Will provide IFP Asia input into the international VOC surveys, in conjunction with the VoC Team.

• Co-lead and continue to develop the IFP Asia annual, on-going/new transactional survey and VOC collection, analysis, dissemination, and insights.

• Together with the VoC team will coordinate customers and internal resources for qualitative interviews or mapping sessions run either at the regional or global level.

• Coordinates with VoC team and international, the development of customer experience dashboard and analysis of key insights from the customer experience, track results and recommend improvements based on findings.

• Leads the dissemination of the customer insights to the different stakeholders such as, ambassadors, leadership, LSWs, etc.

About Us

Huggies. Kleenex. Cottonelle. Scott. Kotex. Poise. Depend. Kimberly-Clark Professional. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth, and impact. We’re founded on 151 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development. You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results.

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:

Essential Requirements

• Has proven experience in driving customer experience programmes and transformations that made an impact (7+ years). Customer Experience Certification preferred.

• Excellent stakeholder management and communication skills, candidate must clearly communicate across different levels within the organization.

• Strong communication and influencing skills. Ability to drive decision making in a group.

• Have a strong track record in change management.

• Exceptional ability to influence without authority.

• A team player with leadership skills.

• High EQ – customer and stakeholder-centric mindset.

• Strong facilitation skills, leading leaders to develop new ways of solving problems.

• Work in a dynamic and fluid environment, being self-directed to successfully achieve goals set by executive leadership.

• Strong project management delivery experience.

• Ideally experience in commercial sales or marketing roles.

• Bachelor’s degree in business, Engineering, Communications, Marketing or Technology / IT, MBA preferred.

• Experience working with an experience management platform- preferably Qualtrics.

• High comfort level with Microsoft Office applications, such as MS Word, MS Excel, and MS Power Point.

• Maintain a positive attitude focused on customer satisfaction.

• Ability to understand and articulate enterprise and sector systems, process, and business needs/challenges.

• Good command of English and Spanish is a must, other languages will be an advantage.

• Bachelor's and University Degree in Business, Marketing, Technical, Business/Administration, Management, Engineering, Information Technology or similar.

• Master’s degree in customer relationship, Cx a plus.

Location: Malaysia

Total Benefits

Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.

Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

To Be Considered
Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime, please check out the careers website.

And finally, the fine print….

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world. We actively seek to build a workforce that reflects the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.

No Relocation:

This role is available for local candidates already authorized to work in the role’s country only. Kimberly-Clark will not provide relocation support for this role.