Customer Experience Specialist

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

Job summary

AIA Philippines is seeking a Customer Experience professional to drive our customer feedback management system and deliver experience improvements across the enterprise to elevate customer satisfaction and loyalty.

You will own the Real time Customer Satisfaction survey, run listening and action planning, perform deep-dive CX analytics, and collaborate with multiple functions to implement action plans that enhance the customer and distributor experience.

Responsibilities

• Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with local market needs.
• Establish a listen-learn-act framework to enable continuous improvement from customer feedback.
• Facilitate deep-dive analytics of CX data to surface root causes and opportunities.
• Collaborate with stakeholders across functions to design and implement action plans to improve customer and distributor experiences.
• Maintain and update customer journey maps and promote CX initiatives within the organization.

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’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.