Director of Customer Experience (1)

NSIA LIFE INSURANCES recruits a Director of Customer Experience. Under the authority of the Deputy CEO, the incumbent will be responsible for defining and deploying the company’s customer experience strategy.

Duties

The Director of Customer Experience defines and implements the Customer Experience (CX) roadmap in line with the Group’s strategic ambitions. He designs a global customer experience strategy aligned with the company’s vision and objectives, spreads the customer culture and embodies TERAPI principles throughout the company. It promotes a customer-centric culture by raising awareness, training and accompanying teams in relational excellence.

In collaboration with the Human Resources Department, he develops customer culture training programs. It ensures the quality, consistency, fluidity and personalization of the experience on all channels (digital, agencies, call center, etc.) and accompanies the digital transformation of the customer relationship.

It maps, analyzes and improves key routes (subscription, management, claims, claims) in collaboration with the concerned Directorates. He oversees claims management and ensures the implementation of corrective action plans. He manages transversal projects of continuous improvement and innovation to anticipate the expectations of the insured.

It collects, analyzes and consolidates customer data (satisfaction surveys, complaints, performance indicators). It manages satisfaction indicators (NPS, CSAT) and informs management decisions. It develops and disseminates clear and relevant dashboards for monitoring CX performance, and regularly presents the results, analyses and recommendations to General Management. It ensures the follow-up of action plans and the continuous updating of reporting tools and processes.

He supervises the activities of the Customer Experience Department and ensures coordination with other departments, promoting active collaboration with operational departments. It ensures compliance with customer promises, transparency and clear and accessible communication, as well as compliance with internal processes and quality policy. Finally, it provides continuous monitoring of trends and innovations in the customer experience, particularly in the insurance sector.

Candidate profile

The candidate must hold a Baccalaureate level diploma+4/5 in business, marketing or equivalent, and at least 7 years of experience in customer relationship management or customer experience, ideally in the insurance, banking or similar sectors.

He has an excellent business and marketing culture and masters CRM tools, customer performance indicators (NPS, CES, CSAT) as well as methods of continuous improvement. He has a strong customer focus, a sense of service and the ability to represent the voice of the customer within the company.

The position requires strong strategic, change management and cross-functional project management skills, as well as leadership, excellent relational and communication skills and a good listening ability. The candidate must also have good analytical and synthesis skills, master data processing tools as well as PowerPoint, and demonstrate integrity, objectivity and ability to manage priorities and stress.

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