Customer Experience Specialist

AIA (Web); Makati; On-site; PHP 600,000 - 800,000; Full time

Job summary

AIA Philippines is seeking a Customer Experience professional to drive feedback management and experience improvements across the enterprise.

You will own the real-time customer satisfaction program, collaborate with insights teams and technology partners, and partner with touchpoint owners to translate feedback into action plans that raise customer satisfaction and loyalty. The role emphasizes human-centered design and continuous enhancement of customer journeys.

Responsibilities

• 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.

Job description

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 will 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.