Bring your career aspirations to life with AIA!

The position is responsible for the end to end Quality of Service across Operations, from Frontline to Back Office, to deliver and meet the desired customer experience, and the organization’s customer targets.

Executes the delivery of the Desired Customer Experience by:

• Identifying target customer segments service needs/opportunities/insights and setting business/financial targets to meet business objectives.
• Designing best-in-class experiences through cost-effective prototyping, leading process improvements together with the operations managers and heads customer initiatives and delivering business process notation to various forms of documenting processes, incorporating risk, controls and compliance requirements.
• Expanding experiences to allow for innovative ways to service, delight, recover or upsell to existing customer base, with emphasis on using digital, frictionless and on-demand platforms.
• Managing a framework of qualitative and quantitative measures that would allow the organization to effectively monitor and evaluate customer satisfaction for all initiatives and events.
• Collaborating closely with a cross functional business units to map customer journey, gather insights, and ensure delivery of programs.
• 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.
• Implementing a robust Quality of Service Framework doing regular Experience Checks for new and existing processes, employing remote or side by side monitoring that will measure ease of doing business, overall customer satisfaction, and effectiveness of end to end processing.
• Engaging stakeholders and reviewing Experience Check results, discuss key outcome, and collaborating on action plans and timelines.
• Performing root cause analysis and highlighting improvements on service issues / gaps, and process failures. 
• Collaborating with stakeholders and Customer Experience Design team to drive process improvements and improvements plans across all Operations
• Preparing and submitting Quality-related reports and documents
• Ensuring that the minimum expectation on the level of QoS standards is aligned by conducting regular calibration sessions using the Experience Checklist.

Plans and executes customer experience programs, with emphasis on digital channels, which covers the following:

• Development and implementation of customer experience programs, e.g. design sprints, learning labs and customer immersion programs.
• Development of tracking and monitoring system to measure effectiveness of programs and ensure that they add value to the business, e.g. Quality of Service metrics.
• 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.

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.

MINIMUM JOB REQUIREMENTS:

• Education – Graduate of Engineering, Business Management course (Industrial Engineering, Management Engineering, Business Management)
• Experience – At least 5 years of relevant work experience focused on CX design, process engineering, customer service and Operations, audit or quality assurance
• In-depth knowledge and experience of life insurance, an advantage
• Certification on Six Sigma, an advantage
• Agile, highly analytical and detail-oriented
• Strong project management skills
• Strong communication presentation skills and visual storyteller
• Willing to go on fieldwork and travel
• Proactive and flexible attitude, with willingness to take an “all hands-on deck” approach

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

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