Bring your career aspirations to life with AIA!

A self-motivated individual accountable for the development of CX strategies and initiatives to excel the customer experience framework for individual life business, corporate solutions and MPF business, through segmentation, data-driven analytics and digitalisation for delivering KPIs on CX metrics, repurchase rate, new customer cross-sell (NCX), VoNB, and ANP for sustainable step growth, and for supporting robust service and customer engagement journey at the right time with the right solutions

Roles and Responsibilities:

• Support and contribute to strategic planning process by laying out the medium/long-term targets, priorities, and roadmap for CX, informed by customer data/insights/measurement
• Manage Ascend 200 Strategy and coordinate with Group Office and stakeholders to drive alignment and cross-functional prioritization for CX improvements and initiatives
• Support strategic innovation projects to deepen customer engagement and maximize cross-selling and up-selling opportunities to deliver KPIs
• Identify, monitor, and report key performance metrics corresponding to business, customer, and marketing goals as well as strategic initiatives
• Help establish and manage the overall CX governance with respect to processes, workflows, structure, meetings, and CX program update reporting and dashboard to provide oversight to ensure key milestones are met and risks are identified and mitigated
• Interface with stakeholders to ensure right measurements in place at relevant touchpoints and drive engagement with closed loop behaviors
• Identify actionable insights from quantitative and qualitative data and partner with CX designers and cross-functional teams to drive experience innovation
• Assist in reporting, presentations, data analysis, and ad hoc projects

Minimum Job Requirements:

• University degree with over 8 years working experience in financial services, management consulting or related industry, of which at least 5 years of relevant work experience in CX governance, CX measurement, customer analytics, or customer insights role
• Demonstrate deep understanding and ability to draw customer insights across multiple tools/sources to narrate a cohesive story about what is happening and why it matters
• Ability to operate effectively in a fast-paced environment and to translate concepts into action plans
• Excellent time management, organizational, and program management skills
• Strong communication and analytical skills
• Excellent written and presentation skills both in Chinese and English
• Proactive and a team player
• You are required to obtain relevant license if your job involves in regulated activities
• Experience in insurance-oriented technology and innovation, digital, and analytics a bonus
• Agile experience/certification a bonus
• You are required to obtain the relevant license(s) if your job involves regulated activities

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

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