Customer Journey

3 days ago

Singapore AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._

So if you believe in inspiring a better future, read on.

About the Role

Supports the company’s 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.

WHAT YOU WILL DO:
- 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.WHAT YOU SHOULD HAVE:
- Strong communication and interpersonal skills with the ability to influence, manage and build relationships with multiple business stakeholders. The communication network of the incumbent is expected to be approximately 80% internal dealing with key business users and senior leaders from various functions including but not limited to Marketing (Product, Vitality and Brand), Life Operations, Tech and Digital Teams, Finance, Strategy & Planning, Channels (Agency and Partnership Distribution), Risk and Compliance, Legal, and 20% external dealing with appointed service providers/vendors.- 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.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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