CX Insights & Action Lead

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

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.