Customer Journey
6 months ago
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
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.
Apply Customer Experience frameworks and toolkits; Monitor and improve effectiveness of customer journey maps through defined success metrics.
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.
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