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
The Head of Strategy and Digital Customer Experience is responsible for the design and maintenance of the prescribed Digital Customer Experience (DCX) as well as shaping the end-to-end desired Customer Journeys with a digital first approach, pivoting on customer and distribution insights and considering what is relevant to the AIA / BPI AIA distribution models.
The position contributes to the attainment of the organization’s scorecard (i.e. GOE) and operational targets by:
• Jumpstarting and recalibrating DCX transformations tied to strategies with tangible business value.
• Simplifying the customer experience through human-centered design that balances desirability, feasibility and sustainability of prescribed journeys (Learn, Buy, Service, Claims) using data and customer and distribution insights. Collaborates with Marketing in taking action on the results of the annual relationship studies (Customer Relationship Survey, Voice of Distribution) and daily transactional feedback (Real-Time Customer Survey).
• Overseeing and optimizing the entire customer journey throughout the customer lifecycle and ensuring that each touchpoint is relevant and useful to the customers, and of high-quality service that will lead to customer loyalty and advocacy.
- Leads the delivery of the Desired Customer Experience by managing digital CX strategy, aligning with business goals, ensuring retention, execution of prescribed design, and adoption of regular CX checks and CX care initiatives/teams in establishing, managing and monitoring programs that will significantly contribute to the organization’s customer goals, in collaboration with Customer Segments, Distribution Channels and partners.
- Provides the thought leadership and influence in ensuring customer centricity across functions in the organization, including establishment of insights connection points and communities in alignment with business goals. Covers BU enablement of Customer Commitment Standards and CX principles.
- Manages budget, ensures that company resources are fully maximized, and regular CX checks are completed: post major initiatives and as part of ongoing focus on continuous improvement of customer satisfaction and preference indicators.
- Coordinates and works with AIA Group Offices and other AIA Country Business Units to gather information on best practices, align on business plans and strategies and share results on ongoing programs.
- Recruits, trains, coaches, mentors, supervises, develops, and appraises employees, and recommends corresponding action for favorable and unfavorable performance. Implements all management policies and enforce the proper administrative action, as may be necessary for team members/direct reports/staff.
- Creates a customer-centric culture by defining, implementing and modeling an environment conducive to fostering the ‘customer first’ approach, especially in making strategic decisions and ensuring execution across the BUs, distribution channels and partners. Leads projects as assigned to meet operational and/or strategic goals.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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