Bring your career aspirations to life with AIA!

OBJECTIVE:
Oversee the planning and execution of AIA Vietnam’s overall customer experience & engagement strategies, in order to provide customers a seamless experience across all stages, channels and touchpoints and hence successfully deliver the leading customer experience pillar in Ascend 200 strategy.

ROLE & RESPONSIBITIES:

Formulate Customer Experience Strategy

• Design, build and execute the Customer Experience & Engagement journey in collaboration with Group Office; reflecting the local Business Unit needs
• Design, build and execute the customer service journey to support the customer engagement journey, implementing key changes across the Customer Office.
• Drive innovative strategies that deepen our customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver world class customer experiences
• Work with Marketing, Distribution & IT to design, build and execute the Customer Communications strategy, treating each customer touchpoint as a data point to further improve engagement
• Use Customer Engagement as the key strategy to improve retention, repurchase, referrals

Drive the execution of Customer Experience

• Accountable for driving change across the organization to continually improve Customer Experience & Engagement
• Ensure Customer Engagement team collaborates across business functions, consistently driving for process improvement to enable delivering great end-to-end customer experience across stages, channels & touchpoints
• Lead Customer Experience discipline across the organization, working with stakeholders in Marketing, Distribution, IT and Customer Office
• Provide oversight and governance of Customer Experience & Engagement in continuous alignment with customer expectations
• Devise key performance indicators that measure and track program performance, delivering ROI on identified transformation opportunities
• Set target KPIs for the Customer Office that are meaningful for the Customer
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation processes
• Manage the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems
• Responsible for the Customer Office TDA project implementation.
• Maintain focus on delivering objectives using Agile principles, test and run quick experiments and utilize data and information to improve customer journey

Provide Customer Experience leadership

• Build a team of professionals with varied expertise to deploy solutions that show applicability across channels
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team and across the organization
• Evangelize and educate the Customer Office and the broader organization about championing Customer Experience & Engagement thus enabling AIA VN to gain a significant competitive advantage

JOB REQUIREMENTS:

• University Graduate
• At least 08 years working experience in project management where communication is crucial; total working experience at least 10 years
• Strategic thinking, Agile/ Lean skills, able to guide/ facilitate teams; Able to run small experiments
• Digitally savvy with insight on Customer online behaviour
• Proficiency in Microsoft Offices (Word/Excel/Access/Power Point)
• Data analysis skills
• Strong analytical and problem-solving skills to identify key issues and discuss the issues effectively
• Confident and strong communication skills; Strong leadership skills; Be able to challenge and engage in conversations with stakeholders
• English verbal & written at proficiency level

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.