Customer Experience Designer
1 week ago
About AIA
AIA is driving an exciting movement to create a healthier, more sustainable future for everyone.
About the Role
We're seeking a talented individual to support our ambition in achieving NPS #1 through in-depth understanding and development of customer journey maps (CJM), and identifying areas where customer experience requires improvement or opportunities for innovation.
Key Responsibilities
- Map end-to-end customer journeys for key customer propositions, products, and touchpoints (online and offline).
- Identify potential for improvements and innovations in existing customer journeys and work with business users to improve customer recommendation at key journeys.
- Collaborate with cross-functional teams to achieve alignment and consistency throughout the customer journeys: Product, Marketing, Branding, Channels, and Operations.
- Analyse and synthesize relevant customer insights to design and deliver desired customer journey maps.
- Apply Customer Experience frameworks and toolkits; Monitor and improve effectiveness of customer journey maps through defined success metrics.
Requirements
- Strong communication and interpersonal skills with the ability to influence, manage, and build relationships with multiple business stakeholders.
- Minimum 3 years of relevant working experience in Customer Journey Design, and Customer Experience or equivalent.
- Experience in life insurance would be an advantage.
- Results-oriented and data-driven with strong analytical skills; high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously.
What You'll Bring
- Approximately 80% internal communication with key business users and senior leaders from various functions, including Marketing, Life Operations, Tech, and Digital Teams, Finance, Strategy & Planning, Channels, Risk, and Compliance.
- 20% external communication with appointed service providers/vendors.
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