Head of Customer Care & Experience
DanAidSpecial capital Region of Jakarta, Indonesia
Posted December 8, 2021
Full Time
About the Company
DanAid is a national mutual health organization serving Cameroonians at home and in the diaspora. It offers a range of micro‑insurance products—including health, microcredit, and funeral assistance—to improve access to quality care for families across six of the country’s ten regions. The organization’s solidarity‑based model pools risk among members, ensuring affordable coverage and timely support during health emergencies. By combining health protection with financial services, DanAid differentiates itself as the only Cameroonian mutual with a truly national footprint.
Job Description
We are looking for a highly analytical, strategic, and empathetic leader to join our team as the Head of Customer Care & Experience. In this role, you will be responsible for transforming our CS department, improving operational efficiency, and driving process automation to deliver exceptional customer satisfaction (CSAT).
Requirements
- 5–10 years of experience in management consulting, customer support leadership, or process improvement roles.
- Proven success in leading operational transformations or automation-driven projects.
- Strong technical skills, including CompTIA A+ level technical understanding or equivalent knowledge of IT systems and tools.
- Experience with evidence-based prioritization and outcome-driven decision-making.
- Ability to oversee complex projects with multiple stakeholders and deadlines.
- Strong analytical skills in breaking down and simplifying complex processes.
- Exceptional ability to persuade and influence cross-departmental teams and senior leadership.
Benefits
- Competitive compensation and benefits package.
- A high-impact role with the autonomy to drive meaningful change.
- Opportunity to work with cutting-edge technology, including Generative AI.
- A collaborative and supportive environment focused on innovation and excellence.
