Associate Manager, CX Program (Insurance Services)

About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world. Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook. We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - P ush boundaries, A sk For and Give Feedback, T ake Ownership, and H elp Each Other. We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Job Overview: As the Customer Experience Lead, you will play a pivotal role in ensuring exceptional customer satisfaction and loyalty for Klook’s Insurance vertical. You will be responsible for identifying and driving relevant initiatives through close collaboration with the Customer Experience Group (CEG), Insurance Business and Product teams. What you'll do:

• Be the champion of customer experience for Insurance, leading various initiatives to drive this strategic pillar.
• Key liaison to Klook’s customer service team on insurance matters as the subject matter expert. Create effective operational procedures and support the knowledge transfer and training of customer service agents.
• Regularly monitor and analyse success metrics and relevant data, providing key insights to drive continuous improvement.
• Drive initiatives to improve feedback loops and directly engage customers for feedback in order to better understand where current gaps lie.
• Identify and work with cross-functional teams in resolving operational, process and technological deficiencies.
• Handle escalation cases and at times general customer enquiries to gain a good understanding of the ground situation and confirm customer’s satisfaction with the resolution.
• Other ad hoc projects such as liaising with Klook’s merchant partners on initiatives to provide better value and service to customers.

• Min 3 years work experience, with experience leading strategic initiatives from conceptualisation to implementation. Customer service experience is a plus.
• Able to work independently to distil high-level goals into action plans and operational requirements.
• A champion of the team's key values - collaborative and open to feedback, experimentative and ready to fail, customer-focused and always asking what is best for the customer.
• Comfortable working with people from different cultural backgrounds.
• Comfortable with data analysis, with proficiency in Microsoft Excel.
• Good command of English, and additional languages are a plus.