Principal, Client Value & Retention

AIA; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

AIA is seeking an experienced senior professional to lead customer retention and client experience initiatives across EB and pension clients in the corporate servicing space. You will engage senior stakeholders, drive strategic retention programs, and collaborate with Digital, IT, Operations, Marketing, and other functions to deliver impact.

The role requires a strong background in financial services, insurance, and transformation projects, with excellent communication and analytic skills to

Qualifications

• University graduate, preferably in business, customer experience, marketing, digital, or related disciplines.
• 12+ years of solid experience, including at least 5 years of managerial experience with a focus on business strategy, customer retention, and/or transformation initiatives in financial services.
• Consulting background with experience in transformation projects preferred, particularly within the insurance industry.
• Strong business knowledge in the insurance industry, with knowledge in the corporate servicing and pension business as an added advantage.
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and strategic advisory skills.
• Proven ability to identify innovation opportunities, define and deliver innovative solutions.
• Strong problem-solving and decision-making abilities.
• Experience in driving projects by providing a clear project framework, clarity on content and deliverables, and effective stakeholder engagement.
• Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset.
• Open-minded, with the ability to consider different stakeholder views and make customer-centric decisions that create win-win solutions for all involved

Responsibilities

• Act as an ambassador for the team, fostering cross-functional collaboration, ensuring strategic alignment across business units, and strengthening the team’s presence within AIA.
• Develop and drive customer retention and client experience initiatives for EB and pension clients, aligned with Corporate Client Service priorities and business objectives.
• Identify key retention opportunities and attrition drivers across the client lifecycle, and translate insights into structured, actionable initiatives.
• Design and establish retention programs, frameworks, and playbooks to support consistent and effective execution by the Customer Retention team and relevant stakeholders.
• Review key client journeys and propose experience enhancements across people, process, and systems in collaboration with internal stakeholders.
• Partner with Digital, IT, Operations, Marketing, and other functions to support experience-led and digital initiatives aligned with retention objectives.
• Coordinate cross-functional inputs to ensure timely delivery, effective implementation, and alignment of agreed initiatives.
• Define success metrics and tracking mechanisms to monitor the effectiveness of retention and client experience initiatives.
• Prepare management updates, recommendations, and presentation materials for senior stakeholders.
• Support ad-hoc projects and initiatives related to customer retention and client servicing experience as required.

Skills

Stakeholder management

Strategic advisory

Customer retention

Transformation initiatives

English fluency

Education

University degree (Business/Marketing/Digital)

Job description

AIA is seeking an experienced senior professional to lead customer retention and client experience initiatives across EB and pension clients in the corporate servicing space. You will engage senior stakeholders, drive strategic retention programs, and collaborate with Digital, IT, Operations, Marketing, and other functions to deliver impact.

The role requires a strong background in financial services, insurance, and transformation projects, with excellent communication and analytic skills to