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 people's 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, you'll 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

The position is responsible for the end-to-end management of Desired Customer Experience and enhancement programs, to ensure that each customer interaction is favorable that will lead to customer satisfaction, loyalty and advocacy (NPS). Collaborates with Insights and Research Principal (main POC) for all CX initiatives and support activities.

Manages the delivery of the Desired Customer Experience by:

Employing a variety of research tools and / or studies to gather and monitor customer insights and feedback, analyzing results to identify gaps and opportunities, recommending action points to acquire new customers or improve the customer’s interaction with the organization.Designing and implementing differentiated customer experience strategies and programs to drive competitive differentiation and business value from our customers, and monitoring and tracking faithful and consistent compliance.Managing a framework of qualitative and quantitative measures (CRS, RCS< VOD) that would allow the organization to effectively monitor and evaluate customer satisfaction for all initiatives and events.Overseeing customer experience audits in design and implementation of any project / initiative involving the customer.Collaborating closely with a cross functional business units, such as CX Design, Operations, Marketing and ASG BUs to map customer journey, gather insights, and ensure delivery of programs.With Customer Communications, ensuring that customer insights or initiatives are communicated effectively and consistently, and appropriately through individual channels and in relation to different stages of the customer journey, and customer’s needs.

Manage the planning and execution of customer experience programs which covers but not limited to the following:

Development and implementation of customer engagement programs and campaigns for defined segment.Creation and implementation of a customer engagement plan which includes development and design of insightful marketing communication materials for the customers, together with Customer Communications team / Branding.Development of tracking and monitoring system to measure effectiveness of programs and ensure that they add value to the business.Design of tools and training materials for frontliners and distribution necessary to promote customer engagement programs.Briefing of relevant stakeholders to ensure timely and quality delivery of program requirements.

Manages budget and evaluate the programs’ overall performance to ensure that company’s resources are fully maximized. Leads projects or tasks as assigned to meet operational and/or strategic goals. Creates a customer-centric culture by defining, implementing and modeling an environment conducive to fostering the ‘customer first’ approach, especially in making strategic decisions.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.