Bring your career aspirations to life with AIA!

At AIA we do things differently to make a healthy difference in people’s lives. That difference starts with every individual at AIA. We provide an environment and culture that helps our people live well and enjoy a meaningful life, at work and at home. We’re serious about helping people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. If you want to make a healthy difference everyday - for yourself and others - then we want to hear from you.

Report to: Head of Customer Experience & Engagement

Location: Ho Chi Minh City

Position Objectives: Leading the design and driving the execution of customer experience journeys, in order to provide customers a seamless experience across all stages, channels and touchpoints and hence contribute to building a leading customer experience at AIA Vietnam

Roles & Responsibilities:

Design the Customer Experience journeys (30%)

• Promote Customer Experience strategy with clear vision and design principles

• Design future customer and service journeys (i.e. Learn, Buy, Service, Claims) by adopting Customer Journey Mapping techniques to understand customer pain points, and take relevant actions for experience improvement across different distribution channels

• Use customer insights to prioritize and derive remedial actions to close the gaps, via planning and facilitation of Customer Experience Workshop

• Review and identity key priorities and common themes of customer/ distributors pain points and opportunities, aiming to support the development of target state blueprints, frameworks, toolkits or Customer Experience solutions

Drive the Customer Experience program and plan (50%)

• Work closely with peers from Customer Office in the execution of Customer Experience Strategy, and working hands on across customer office function to deliver strong customer outcomes

• Coordinate with Customer Analytics Team to support the analysis of customer profile, journeys and behavioral data (including Vitality) for engagement, better experience and repurchase opportunities

• Work with other functions outside of Customer Office, including Marketing, Vitality Team, IT, Distribution channels and HR to design & enhance Customer and Service journeys via processes & digital enhancement

• Monitor CX improvement through various customer KPI such as NPS, CES, CSAT, RCS and other and to track actual financial impact by improving customer experience

Develop internal capabilities and foster culture around Customer Experience (20%)

• Support Customer Experience cultural/ mindset change programs for engaging employees, distributors and partners

• Identify and share best practices on different aspects of Customer Experience, within AIA and insurance/ non-insurance industries

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

Requirements:

• University Graduate

• At least 3-4 years working experience in the area of Customer Experience (CX) or User Experience (UX) Design where communication is crucial; total working experience at least 5-6 years. Candidates with experience in Life Insurance industry is preferred

• Proficiency in Design Thinking or Human Centered Design process, with ability to perform process such as Customer Journey Mapping, Value Proposition Design and other processes of similar nature; UX/UI design capability will be considered as advantage.

• Digitally savvy with insight on Customer online behavior; some IT educational or occupational background is an advantage

• Proficiency in Microsoft Offices (Word/Excel/Power Point) and familiarity with online collaboration tools such as Miro, Whimsical, and others.

• Strong analytical and problem-solving skills to identify key issues and discuss the issues effectively; some level of Data analysis skills is preferred

• Confident and strong communication skills; Strong leadership skills; Be able to challenge and engage in conversations with stakeholders. Able to guide/ facilitate teams

• English verbal & written at proficiency level

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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