Customer Experience Specialist

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better peoples lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, youll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

This position is responsible for driving AIA Philippines’ customer feedback management system and delivering experience improvements across the enterprise that will elevate customer satisfaction and loyalty.

This position is accountable for the delivery of the following roles and responsibilities:

Customer Listening & Action Planning

• Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with AIA Group standards and local market needs. Work with Insights and platform provider / Technology to implement the survey tool. Partner with touchpoint owners to ensure access to survey results, and proper training of team members for analysis and action planning based on results.
• RCS Listening & Action Loop - Establish a listen-learn-act framework that will enable continuous improvement, by building a discipline around collecting real time customer feedback, discussing survey results and immediately taking action on the comment/s.
• Facilitate deep-dive analytics of customer feedback, CX and business metrics to surface root causes and opportunity areas.
• Partner with various stakeholders across different functions to design, develop, and implement action plans to improve the customer and distributor experience.
  
  

• Maintain and update business-unit level customer journey maps. Ensure that action plans identified and other new initiatives are aligned with the Desired Customer Experience.
• Ensure that service recovery processes are in place and are effective in addressing negative customer feedback across different sources and touchpoints.
• Collaborate with Experience Design to bring Human-Centered Design methods and initiatives into the day-to-day operations of the enterprise.
• Develop and implement internal campaigns to promote and advocate for Customer Experience within the organization.