Customer Experience Specialist

AIA Hong Kong and Macau; Makati; On-site; PHP 500,000 - 700,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Customer Experience Specialist in Makati, Philippines. This role involves managing customer feedback systems to drive experience improvements that enhance customer satisfaction and loyalty.

You will work alongside various stakeholders to implement customer journey improvements and ensure effective service recovery processes. The ideal candidate should have strong data analysis skills and the ability to work collaboratively across different functions to advocate for an improved customer experience.

Qualifications

• Experience in managing customer feedback systems and metrics.
• Ability to analyze data and derive actionable insights.
• Strong collaboration skills across multiple stakeholders.

Responsibilities

• Manage Customer Satisfaction survey and align with AIA standards.
• Establish a framework for continuous improvement based on customer feedback.
• Partner with teams to improve customer experience across all touchpoints.

Skills

Customer feedback management

Data analysis

Stakeholder management

Human-Centered Design

Job description

Customer Experience Specialist주요 콘텐츠로 건너뛰기This website uses cookies for the purpose of enhancing your user experience. You can find more information on the types of cookies we collect, what we use these for, and how to manage your cookie settings in our Cookie Policy and Privacy Statement.# AIA CareersCustomer Experience Specialist page is loaded## Customer Experience Specialist지원locations: Makati, PH-AIA Philippinestime type: Full timeposted on: 오늘 공고job requisition id: JR-63269**At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.***It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.**And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.***So if you believe in inspiring a better future, read on.****About the Role**This position is responsible for driving AIA Philippines’ customer feedback management system and delivering experience improvements across the enterprise that will elevate customer satisfaction and loyalty.*This position is accountable for the delivery of the following roles and responsibilities:****Customer Listening & Action Planning**** *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.***Minimum Job Requirements***Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.**You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.*