FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

The Customer Journey and Process Design Manager plays a crucial role in shaping customer experiences across key stages in the journey --- Learn, Buy, Service and Claims.

He/she is responsible in designing, optimizing, and implementing the desired customer journey and equivalent business or operational processes that ensure customer satisfaction, frictionless customer effort, quality standards and a digital first service to AIA, BPI AIA customers and its affiliates.

• Design and map customer journeys as well as applicable service blueprint or business processes in collaboration with Process Owners and QA teams that will address identified pain points, create streamlined and efficient process and continuous improvement opportunities to exceed customer expectation and deliver positive business value.

• Develop and implement programmes, policies, procedures and methods to establish, maintain and improve the quality standards of AIA's products, services and operations

• Work with Research and Insights team in validating prescribed customer journey as well as measure key performance indicators related to customer experience, customer journey and process designs in life insurance operations.

• Conduct a wide range of quality control tests and analyses to ensure relevant products, services and processes align, meet or exceed customer needs, expectations, quality standards and insurance operations business objectives.

• Stay updated on industry trends and best practices in life insurance to ensure business processes are cutting-edge.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.