Customer Experience Project Manager, Insurance

About Klook We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.

Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination.

We operate a mobile-first, curated platform featuring diverse experiences across global destinations.

Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but 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 6 core values:

• Customer First
• Push Boundaries
• Critical Thinking
• Build for Scale
• Less is More
• Win as One

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? Join us!

Role Overview Role Title: Customer Experience Project Manager, Insurance

Function: Project Manager

Employment Type: Full time

Job Overview As the Strategic Projects Manager for our Insurance Customer Experience, you will play a pivotal role in ensuring exceptional customer satisfaction and loyalty for Klook’s Insurance vertical. Your mandate is to drive the best every possible claims experience that the world has ever seen, one strategic project at a time. 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 globally.
• One of the key liaison to various stakeholders within and outside of the Klook insurance vertical team as the subject matter expert relating to claims and operations experience excellence.
• Design, solution, create, optimise and iterate on operational and claims processes and related experiences in order to support the growth of the insurance businesses.
• 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.

What You'll Need

• 5 - 7 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.
• Strong structured and critical thinking when analyzing a problem and devising the right solution to be implemented.
• Clear, concise and structured communication skills.
• 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.
• Deeply passionate about driving the best in class customer experience and radical improvements to what insurance claims experience can be.
• Comfortable working with people from different cultural backgrounds and managing stakeholders globally.
• Comfortable with data analysis, with proficiency in Microsoft Excel.
• Good command of English, and additional languages are a plus.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs. Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes. An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.