Customer Engagement Strategist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Oliver James Associates Ltd. Full time

About Us

As a leading international universal insurance provider, we aim to deliver exceptional customer experiences through innovative solutions.

Job Requirements

This role requires a dynamic and skilled CRM and Contact Center Business Analyst to join our regional office team.

Key Responsibilities

  1. Liaison Role
  • Act as a key liaison between business stakeholders and technical teams.
OmniChannel Solution Implementation
  • Lead and support the implementation of an OmniChannel solution.
Cross-Functional Team Collaboration
  • Collaborate with cross-functional teams to design, develop, and deliver customer experience (CX) enhancements.
Complex Analysis
  • Analyze and interpret complex business requirements.
AI and Data Analytics Expertise
  • Leverage knowledge of AI and data analytics.
Technical Platforms Expertise
  • Provide expertise on Salesforce, Genesys, or similar platforms.

Ideal Candidate Profile

  • Ideally Big 4 consulting background.
  • Proven experience leading integration projects.
  • Hands-on experience unifying CRM systems and voice applications.
  • Solid understanding of AI technologies.
  • Versatile and adaptable.
  • Strong focus on Customer Experience (CX).
  • Collaborative and engaging personality.
  • Proficiency with tools such as Salesforce, Genesys, or comparable CRM and contact center platforms.

What We Offer

  • A chance to work with a global leader in the insurance sector.
  • A collaborative and innovative work environment.
  • Opportunities for professional growth and career advancement.
  • Competitive compensation and benefits package.


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