Executive - Strategy and Customer Experience - Life Insurance

Executive - Strategy and Customer Experience
Life Insurance Industry
Gauteng.

A well-known company in the life insurance industry wishes to appoint a suitably qualified and suitably experienced individual to head up their strategy and customer experience initiatives.
The Executive - Strategy and Customer Experience will be responsible for developing and implementing the company’s strategic direction, with a strong focus on enhancing the customer experience. This role involves leading cross-functional teams, ensuring that the company’s strategic initiatives are aligned with its mission, vision, and goals, and driving customer-centric innovation in the insurance industry.

Key Responsibilities:

1. Strategic Planning and Implementation:
o Develop and communicate the company’s strategic vision and long-term goals.
o Lead the strategic planning process, including the formulation, execution, and monitoring of strategic initiatives.
o Ensure alignment of strategy with the overall business objectives and market opportunities.

2. Customer Experience Management:
o Oversee the design and implementation of customer experience strategies.
o Develop and promote a customer-centric culture across the organization.
o Utilize customer feedback and analytics to drive continuous improvement in customer satisfaction and loyalty.

3. Market Analysis and Innovation:
o Conduct market research and analysis to identify trends, opportunities, and threats.
o Foster innovation in products, services, and processes to meet evolving customer needs.
o Evaluate and integrate new technologies and methodologies to enhance customer experience.

4. Leadership and Team Management:
o Lead, mentor, and develop a high-performing team.
o Collaborate with other executives and department heads to achieve strategic goals.
o Ensure effective communication and coordination across all levels of the organization.

5. Performance Measurement and Reporting:
o Establish and monitor key performance indicators (KPIs) to measure the effectiveness of strategic initiatives and customer experience efforts.
o Provide regular updates and reports to the CEO and Board of Directors.

6. Stakeholder Engagement:
o Build and maintain relationships with key stakeholders, including customers, partners, regulators, and industry associations.
o Represent the company at industry events, conferences, and forums.

Qualifications:
• Bachelor’s degree in Business Administration, Marketing, Finance, Actuarial or a related field.
• Master’s degree (MBA or equivalent) preferred.
• Minimum of 10 years of experience in strategic planning and customer experience management, preferably in the insurance industry.
• Proven track record of successfully leading strategic initiatives and enhancing customer experience.

Skills and Competencies:

• Strategic Thinking: Ability to think long-term, anticipate future trends, and develop comprehensive strategies.
• Customer-Centric Approach: Deep understanding of customer needs and behaviours, with a focus on delivering exceptional customer experiences.
• Leadership: Strong leadership and team management skills, with the ability to inspire and motivate others.
• Analytical Skills: Proficient in data analysis, market research, and performance measurement.
• Innovation: Creative and innovative mindset, with the ability to drive change and implement new ideas.
• Communication: Excellent verbal and written communication skills, with the ability to influence and negotiate at all levels.
• Problem-Solving: Strong problem-solving and decision-making abilities.
• Industry Knowledge: In-depth knowledge of the insurance industry, including regulatory requirements and market dynamics.

Personal Attributes:

• Visionary and forward-thinking.
• Customer-focused and empathetic.
• Results-oriented and driven.
• Collaborative and team oriented.
• Ethical and trustworthy.

Whilst it is our policy to endeavour to provide feedback to all applicants, should you not have heard from us within six weeks of your application, please accept that the client will not be pursuing a discussion with you in respect of this particular position.