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Work with countries and Citi / AIA customer experience and communication teams to develop and manage branding, advertising, promotions, customer research, NPS, internal and external communications, web journeys and all web properties for Citi's insurance business in APAC & EMEA. Key Responsibilities:
Drive and draft consistent and superior customer experiences & journey mapping for Bancassurance partnerships (with special focus on Citi-AIA partnership)
Responsible for regional insurance marketing, web ecosystem & communication budget and implementation plans
To drive insurance education and awareness (online & offline)
Manage and drive customer campaign strategy for Citi's insurance business including branding, education and employee campaigns integrating them into the overall wealth proposition for the retail bank
Responsible for publication of monthly / quarterly business newsletters
Work with regional and country business, decision management and segment marketing teams to include insurance links in all customer communications
Define and drive NPS for the insurance business. Work with Regional Customer Experience team to enable highest NPS scores for the franchise.
Design and deliver effective customer surveys, Voice of Customer programme.
Drive initiatives in the streamlining of customer experience, both pre and post purchase of insurance, including but not limited to consistency in insurance collaterals and campaigns
The ideal Candidate will meet the following requirements:-
10-12 years of relevant industry experience preferably with strong background in marketing / customer experience function in financial services
Background in HNW / affluent segment marketing
Knowledge and proficiency in digital, social tools, web journey mapping and understanding of SEO, SEM, Web Analytics, creative design & customer experience design
Keen understanding of Insurance products and propositions is an added benefit
Proficient project management capabilities
Demonstrated negotiation and decision-making capabilities
Strong presentation skills
Ability to work across internal and external stakeholders and multiple geographies