Hong Kong Job Openings

FWD Insurance

Assistant Manager, Customer Experience and Communications

FULL TIME

October 10, 2024

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit

www.fwd.com

For more information about FWD Hong Kong, please visit

www.fwd.com.hk/

The Job

This role will support Customer Experience Team to:

Develop and implement customer communication strategies to enhance engagement and satisfaction
Craft clear, compelling, and consistent messages across various customer touchpoints, including emails, newsletters, website, in-app notifications and other relevant channels
Collaborate with cross-functional teams to ensure consistent and effective communication
Working closely with stakeholders to gather requirements, provide updates, and address inquiries related to customer communication and experience design initiatives
Design and optimize customer experience journeys across various channels (e.g., digital, phone, in-person)
Analyze customer feedback and data to inform communication design strategies and identify areas for improvement
Create and manage content for customer communications, ensuring it aligns with the brand voice and resonates with the target audience
Edit and proofread content to ensure it meets quality standards and is free of errors
Monitor industry trends and best practices to continuously improve customer communication strategies
Ensure compliance with regulatory requirements and company policies in all customer communications

The Person

Bachelor's degree in Language, Communications, Marketing, or a related field
Proven experience as a content writer, copywriter, or similar role, with a focus on customer experience content
Excellent writing, editing, and proofreading skills, with a keen eye for detail and accuracy
Ability to simplify complex concepts and communicate them in a clear and concise manner
Experience in collaborating with cross-functional teams and managing multiple projects simultaneously
Proficiency in content management systems and basic understanding of HTML
Knowledge of customer experience best practices and trends
Excellent organizational and time management skills to meet deadlines and prioritize tasks effectively

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.

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