Role Purpose

• Support the design, implementation, and delivery of customer value and retention initiatives for the Employee Benefits business

• Enhance overall client experience across the customer lifecycle to drive satisfaction, loyalty, and business growth

• Act as a bridge between internal stakeholders and clients to ensure consistent and differentiated service delivery

Key Responsibilities

Customer Experience & Strategy

• Assist in developing and executing customer experience (CX) strategies aligned with EB business objectives

• Support mapping of end-to-end client journeys to identify pain points and opportunities for improvement

• Drive initiatives to improve customer engagement, value perception, and retention

Client Value & Retention Initiatives

• Support rollout of client value propositions (e.g., wellness programs, digital tools, engagement campaigns)

• Monitor effectiveness of retention programs and propose enhancements based on insights

• Collaborate with product, underwriting, and account management teams to deliver differentiated value to clients

Project Management

• Coordinate CX-related projects from planning through to execution and tracking

• Manage timelines, stakeholders, and deliverables to ensure successful implementation

• Prepare reports, dashboards, and presentations for internal stakeholders

Data Analysis & Insights

• Analyze customer feedback, complaints, and satisfaction metrics (e.g., NPS, CSAT)

• Generate actionable insights to improve customer experience and retention outcomes

• Support development of KPIs and reporting frameworks for CX initiatives

Stakeholder Management

• Work closely with internal teams including Sales, Account Management, Operations, Claims, and Product

• Engage with external vendors or partners where required for CX programs

• Support communication of CX initiatives and results across the organization

Process Improvement

• Identify and recommend process improvements to enhance operational efficiency and customer experience

• Support implementation of digital and automation initiatives where relevant

Requirements

Education & Experience

• Bachelor’s degree in Business, Marketing, Finance, or related disciplines

• 4–7 years of relevant experience in:

  • Customer experience / client management / business consulting

  • Insurance, Employee Benefits, or financial services preferred

• Candidates from consulting firms with experience in CX transformation, customer journey mapping, or client engagement are highly encouraged