Head of Customer Excellence

A leading insurance provider in Bangkok is seeking a Head of Customer Excellence to champion the transformation of customer experience across all touchpoints. This pivotal role offers you the opportunity to shape and nurture a culture of empathy, responsiveness, and continuous improvement within a highly respected organisation

You will be empowered to build strong inter-personal connections, foster communal growth, and drive meaningful change that enhances customer satisfaction and loyalty. With flexible working opportunities, generous pension contributions, and ongoing training available, this position is perfect for someone who thrives in an inclusive environment where your commitment to excellence is valued and supported. If you are passionate about creating positive experiences and nurturing teams to deliver outstanding service, this is your chance to make a lasting impact.

* You will have the opportunity to lead a dedicated team focused on delivering exceptional customer service and building trust with every interaction, ensuring that customers feel understood and supported throughout their journey.
* The organisation provides flexible working arrangements, generous pension contributions, and comprehensive training programmes designed to help you grow both personally and professionally while making a real difference.
* This role places you at the heart of strategic decision-making, allowing you to collaborate closely with senior stakeholders and influence the direction of customer excellence initiatives across the business.

What you'll do:

As Head of Customer Excellence, you will play a central role in shaping how customers perceive and interact with the organisation. Your day-to-day responsibilities will involve collaborating closely with various departments to ensure that every aspect of the customer journey is handled with warmth, sensitivity, and professionalism. You will guide your team through complex challenges by sharing knowledge generously and supporting their development through tailored training opportunities. By monitoring performance metrics and responding proactively to feedback, you will create an environment where continuous improvement is not only encouraged but celebrated. Your ability to connect with people from all backgrounds will be instrumental in driving inclusive practices that benefit both customers and colleagues alike. Success in this role means consistently delivering experiences that leave customers feeling valued, understood, and loyal to the brand.

* Develop and implement strategies that enhance customer satisfaction by fostering a culture of empathy, responsiveness, and collaboration throughout the organisation.
* Lead, mentor, and nurture a diverse team dedicated to delivering outstanding customer service, ensuring each member feels supported and valued in their roles.
* Establish clear standards for customer excellence by designing processes that promote consistency, reliability, and sensitivity in every interaction.
* Collaborate with cross-functional teams to identify areas for improvement in customer journeys, sharing insights and encouraging communal problem-solving.
* Monitor key performance indicators related to customer experience, providing regular feedback and guidance to ensure continuous improvement.
* Build strong relationships with internal stakeholders to align customer excellence initiatives with broader organisational goals.
* Champion inclusive practices that support under-represented groups within the team and among customers, promoting fairness and understanding at every level.
* Oversee the implementation of training programmes aimed at enhancing interpersonal skills, emotional intelligence, and knowledge-sharing among staff.
* Respond thoughtfully to customer feedback by developing action plans that address concerns with compassion and care.
* Represent the voice of the customer in strategic discussions, advocating for solutions that prioritise trust-building and long-term loyalty.

What you bring:

To excel as Head of Customer Excellence, you will bring extensive experience managing teams dedicated to delivering high-quality service in environments where collaboration is key. Your proven ability to nurture talent through supportive leadership ensures everyone feels included and motivated. You possess deep knowledge of best practices in customer experience management coupled with a genuine enthusiasm for sharing insights generously. Your approach is grounded in empathy; you understand how important it is for customers-and colleagues-to feel heard and respected. You are adept at designing training programmes that develop emotional intelligence alongside technical skills. Your familiarity with process improvement allows you to create systems that are dependable without sacrificing sensitivity or flexibility. Above all else, your passion for connecting people shines through as you build networks based on trust, kindness, and mutual respect.

* Proven experience in leading large teams within customer service or experience management environments where collaborative approaches are emphasised.
* Exceptional interpersonal skills demonstrated through nurturing relationships with colleagues, stakeholders, and customers from diverse backgrounds.
* Strong track record of implementing strategies that improve customer satisfaction while promoting communal growth within teams.
* Ability to design effective training programmes focused on emotional intelligence, sensitivity, and knowledge-sharing among staff members.
* Experience in monitoring key performance indicators related to customer experience and using data-driven insights for continuous improvement.
* Demonstrated commitment to inclusive practices that support under-represented groups within both internal teams and external customers.
* Excellent communication skills enabling you to share information clearly while listening empathetically to others needs.
* Capacity for thoughtful problem-solving rooted in compassion rather than competition or assertiveness.
* Familiarity with process improvement methodologies aimed at enhancing reliability and consistency across multiple touchpoints.
* A passion for building trust-based relationships that foster loyalty among customers.

What sets this company apart:

This organisation stands out as one of Bangkok's most respected insurance providers due to its unwavering commitment to inclusivity, employee wellbeing, and community engagement. The company offers flexible working opportunities designed around your needs so you can balance professional ambitions with personal priorities. Generous pension contributions ensure your future is secure while comprehensive training programmes empower you to continually expand your skillset. The workplace culture is built on shared values-kindness, honesty, dependability-and encourages everyone to contribute ideas freely regardless of background or experience level. Employees are supported by knowledgeable leaders who value growth leadership over hierarchy; this creates an environment where communal success takes precedence over individual achievement. The company's dedication to supporting under-represented groups means you'll be part of a truly diverse team where every voice matters. Whether you're looking for stability or opportunities for advancement, this organisation provides both within a warm network committed to making a positive impact on society.

What's next:

If you are ready to inspire change through compassionate leadership and want your work to make a real difference for customers every day-this is your moment!

Apply today by clicking on the link provided.

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: . 1188 / 2551