CX Insight & Experience Lead (Real-Time Feedback)

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

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.