12 Months Customer Experience Specialist
2 weeks ago
Are you passionate about creating exceptional customer experiences?
We are looking for a Customer Experience Specialist to join our dynamic team and drive initiatives that enhance customer communications and journeys across various touchpoints.
What you will be doing:
- Support and execute transformation projects aimed at improving customer communication and experiences.
- Define, map and analyse customer journeys to identify pain points and opportunities for improvement.
- Work with different functional teams including Marketing, Operations, UI/UX team to define and co-create best-in-class customer communications experiences.
- Craft, edit and review communications to our customers; simplify complex information (operational, technical and legal jargon and move towards simple, customer-friendly language and format that is aligned with AIA's brand tone of voice.
Who we are looking for:
- Excellent communication skills, both written and verbal, able to interpret and translate complex concepts into simple, customer-friendly communications
- Strong attention to detail and ability to spot inconsistencies or areas for improvement
- Team player with ability to work in cross functional teams across the organisation, navigate conflicting viewpoints and drive alignment.
- A proactive, curious and customer-first mindset with a "can-do" attitude and passion for continuous improvement.
- Comfortable working under time pressure.
- At least 3 years of experience in customer experience, communications or related fields. Basic understanding of the insurance will be a plus
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