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

This position is responsible for leading AIA Philippines’ customer experience strategy and driving experience improvements across the enterprise that will elevate customer satisfaction and loyalty.

The individual holding this role will hold responsibility for driving the following key customer experience areas:

• Customer Journey and Experience Design – provide subject matter expertise to various internal project teams and tribes in the area of customer journey and experience design, to ensure user interfaces, customer-facing processes and the supporting operational systems and processes are designed and built to meet or exceed customer expectations.

• Research and Insights – lead customer and market research studies that inform and enable key business initiatives, and ensure that customer’s feedback, wants and needs are considered in the design and delivery of products, services and experiences.

• Customer Listening and Action Planning - drive the implementation of the company’s NPS / customer relationship survey, lead action planning, and ensure committed plans progress. Likewise, the individual will lead the conduct of the company’s real time customer satisfaction survey across the organization (eg, Operations, Distribution, Marketing, Product), and establish and oversee a feedback–action process that will enable immediate action in response to customer feedback.

• Voice of the Distributor - responsible for the conduct, analysis, and resulting action planning for the Voice of the Distributor survey, to ensure that distributor experience is elevated alongside that of the customer.

Expected outcomes and contributions include improvements to the company’s net promoter and real time customer satisfaction scores, as well as improvements in distributor satisfaction with the company’s services.

Roles and Responsibilities:

Customer Journey and Experience Design

Using human centered design principles, enable various stakeholders within the business to deliver customer-first journeys by providing customer experience and customer journey design for key business initiatives and customer touchpoints.Partner with Agile tribes and project teams to inform end user interface designs, operating principles and process designs, such that customer expectations and experience are used as a starting point during the development of new platforms, systems, processes, services and products.Lead customer journey mapping and design exercises where required by various business stakeholders.

Research and Insights

Drive the company’s customer research and insights efforts, in support of broader business initiatives, such as market sizing, thought leadership initiatives, brand and customer campaigns, product ideation, customer-impacting process changes, and customer journey design.Oversee AIA Exchange, the company’s online research panel, to ensure it is maximized and efficiently generates valuable customer insights.Drive distribution insight efforts – where needed, oversee activities to secure structured feedback from distribution partners on various business initiatives via methods such as surveys and focus groups.

Customer Listening & Action Planning

NPS / Customer Relationship Survey – establish the NPS practice in AIA Philippines and BPI AIA. Define the structure and frequency of the survey, aligning with AIA Group standards. Partner with a research agency to execute the survey.NPS Action Planning - Lead the cascade of NPS results. Drive the action planning exercise for both AIA and BPI AIA, and ensure committed actions are tracked and tabled at the Customer Steerco.Real-Time Customer Satisfaction Survey – Lead the set up of real time customer satisfaction survey for key touchpoints, aligning with AIA Group standards. Design a roll out plan that considers key customer pain points and business priorities. Partner with the platform provider and 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-discuss-act-listen 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.

Voice of the Distributor

Partner with the distribution channels (Agency and BPI AIA) and drive the conduct of an annual voice of the distributor survey.Lead the cascade of VOD results across channels. Drive the action planning exercise and ensure committed actions are tracked and tabled at the Customer Steerco.

Customer SteerCo

Partner with CMO and CTOO (SteerCo executive sponsors) to define the charter and memberships for the Customer SteercoLead the monthly Customer Steerco meetings – design the agenda, chair the meetings, capture action items, circulate key outcomes and deliverables

Business Management

People - Lead a team of 3-5 members. Responsible for each team member’s goals/objectives, performance and development.Financial Management - Accountable for the management of budget for their functional area and ensuring that spend falls within approved thresholds and delivers committed benefitsRisk Management – Ensure proper risk assessments are done on all activities under their remit, establish controls for any risk/s identified, and ensure such controls are properly and consistently implemented by the team.

Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Minimum Job Requirements

Bachelor’s degree in business, marketing, engineering or another related field5-10 years experience customer experience, plus 3-5 years experience in journey design and human centered designExperience implementing the NPS systemPrevious experience and track record of successfully building and leading teams

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.