Head Of Customer Experience

At AIA, we've started an exciting movement to create a healthier, more sustainable future for everyone.
It's about finding new ways to better people's lives, communities, and environments, aiming to help a billion people live Healthier, Longer, Better Lives by 2030.
As part of our marketing, distribution & partnership team, you'll play a vital role in advancing this movement.
From inspiring meaningful connections with customers, partners, and stakeholders to delivering purpose-led brand messaging, you will make a positive impact across all channels.
You will have a unique part to play in helping more people live healthier lives.
About the Role This position leads AIA Philippines' customer experience strategy, driving improvements to elevate satisfaction and loyalty.
Responsibilities include: Customer Journey and Experience Design: Provide expertise to ensure interfaces and processes meet or exceed customer expectations.
Research and Insights: Lead customer and market research to inform business initiatives.
Customer Listening and Action Planning: Oversee NPS and real-time customer satisfaction surveys, ensuring actionable feedback.
Voice of the Distributor: Conduct and analyze distributor surveys to improve distributor experience.
Roles and Responsibilities Customer Journey and Experience Design Enable stakeholders to deliver customer-first journeys using human-centered design principles.
Partner with Agile teams to inform system, process, and platform designs.
Research and Insights Drive customer research efforts supporting various business initiatives.
Oversee AIA Exchange, the online research panel, for valuable insights.
Customer Listening & Action Planning Establish and lead NPS practices, define survey structures and frequencies.
Lead real-time customer satisfaction surveys, design rollout plans, and partner with platform providers.
Implement a feedback-action loop for continuous improvement.
Voice of the Distributor Partner with channels to conduct annual distributor surveys and drive action plans.
Customer SteerCo Partner with executives to define and lead monthly Customer Steerco meetings.
Business Management Lead a team of 3-5 members, managing goals and development.
Manage budgets and ensure risk controls are in place.
Additional responsibilities may be assigned as needed.
Minimum Job Requirements Bachelor's degree in business, marketing, engineering, or related field.
5-10 years experience in customer experience, with 3-5 years in journey design and human-centered design.
Experience implementing NPS systems.
Proven leadership and team-building skills.
Build a career with us as we help our customers and community live healthier, longer lives.
All applicants must provide complete and accurate information.
Failure to do so may affect the processing of your application.
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