Customer Experience Specialist

AIA Philippines; Makati; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

A leading insurance firm in the Philippines seeks a Customer Experience Manager to oversee real-time customer satisfaction surveys and improve customer journeys. The role requires a Bachelor's degree and at least 5 years of relevant experience, particularly in the insurance or financial services sector. Strong analytical, communication, and stakeholder management skills are essential to effectively implement action plans that enhance the customer experience and address feedback. This position offers an opportunity to drive measurable impact within the organization.

Qualifications

• Minimum 5 years of experience in customer experience or related roles.
• Experience in the insurance or financial services industry.
• Proven skills in analyzing customer feedback and metrics.

Responsibilities

• Manage the Real-time Customer Satisfaction survey.
• Establish a customer feedback framework for continuous improvement.
• Collaborate across functions to implement customer experience action plans.
• Maintain and update customer journey maps.
• Drive internal campaigns for customer experience advocacy.

Skills

Analytical skills

Communication

Stakeholder management

Problem-solving

Customer journey improvement

Education

Bachelor’s degree in business, marketing, or related field

Tools

Customer feedback management tools (NPS)

Job description

• Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with AIA Group standards and local market needs. Work with Insights and platform provider / Technology to implement the survey tool. Partner with touchpoint owners to ensure access to survey results, and proper training of team members for analysis and action planning based on results.
• RCS Listening & Action Loop - Establish a listen-learn-act framework that will enable continuous improvement, by building a discipline around collecting real time customer feedback, discussing survey results and immediately taking action on the comment/s.
• Facilitate deep-dive analytics of customer feedback, CX and business metrics to surface root causes and opportunity areas.
• Partner with various stakeholders across different functions to design, develop, and implement action plans to improve the customer and distributor experience.

Customer Experience Improvements

• Maintain and update business-unit level customer journey maps. Ensure that action plans identified and other new initiatives are aligned with the Desired Customer Experience.
• Ensure that service recovery processes are in place and are effective in addressing negative customer feedback across different sources and touchpoints.
• Collaborate with Experience Design to bring Human-Centered Design methods and initiatives into the day-to-day operations of the enterprise.
• Develop and implement internal campaigns to promote and advocate for Customer Experience within the organization.
• Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
• Bachelor’s degree in business, marketing, or another related field
• At least 5 years of experience in customer experience, customer insights, or a related role in the insurance or financial services industry.
• Strong analytical and problem-solving skills.
• Hands on experience with customer feedback management tools such as NPS and other Customer Metrics.
• Excellent communication, facilitation, and stakeholder management skills.
• Passion for improving customer journeys and driving measurable impact.