CX Insights & Action Lead

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

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.