Senior Principal, Customer Experience & Centricity Strategy

aia; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

AIA, a leading insurer in Hong Kong, is seeking a senior leader to drive customer-centricity across marketing, distribution and partnerships. You will shape the Customer Experience Strategy, oversee governance, and ensure alignment with brand values.

The role requires extensive CX leadership, data analytics, journey mapping, and change management to elevate every touchpoint. Fluency in Cantonese and English is essential; Mandarin is a plus.

Qualifications

• Minimum 15 years of work experience in customer experience strategies within financial services, management consulting or related industries; insurance industry experience is a plus
• Experience with Net Promoter Score and Net Promoter System (design and launch of actions) is required
• Strong emphasis on customer insights and analytics with the ability to think strategically, tell compelling stories, and influence to embed customer centricity
• Excellent written and presentation skills in Cantonese and English; Mandarin is an advantage

Responsibilities

• Oversee, manage, and implement the Customer Centricity Program to improve overall customer experience and increase NPS
• Develop and deliver the Customer Experience Strategy and coordinate CX measurement, governance, and accountability
• Lead and manage the CX governance framework to ensure alignment with priorities, standards, and timely execution
• Lead, develop, and implement the customer-centric culture program with HR and other departments
• Collaborate with Proposition, Operations, Distribution and other teams to drive CX transformation using data analytics, journey mapping and change management
• Support Head of Customer Centricity, Insights & Research in department management, reporting, strategy development

Skills

Customer experience

NPS

Data analytics

Journey mapping

Change management

Stakeholder management

Campaign development

Brand alignment

Bilingual Cantonese/English

Job description

AIA, a leading insurer in Hong Kong, is seeking a senior leader to drive customer-centricity across marketing, distribution and partnerships. You will shape the Customer Experience Strategy, oversee governance, and ensure alignment with brand values.

The role requires extensive CX leadership, data analytics, journey mapping, and change management to elevate every touchpoint. Fluency in Cantonese and English is essential; Mandarin is a plus.