Customer Experience Insight, Specialist

1 week ago


Ho Chi Minh City, Ho Chi Minh, Vietnam 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 purposeled 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.

WE ARE LOOKING FOR.....

  • To lead the execution of customer research projects that provide timely and actionable insights about customer' insurance needs and behaviors
  • To consolidate customer initiatives/plan based on the customer insight in the purpose of enhancing the customer experience.
Roles and Responsibilities

  • Research projects execution (40%)
  • Responsible for executing the annual customer research plans (CRS, RCS, and others) and leading the research implementation in close coordination with internal key stakeholders and external vendors.
  • Support the planning and implementation of customer research/study to support other areas within Customer Office team; such as customer journey research for CX area, and other types of research that are deemed necessary to provide better customer understanding.
  • Collaborate with other relevant teams to utilize the customer insight identified from the research to come up with initiatives to improve customer experience
  • Regularly tracking best practices from within and outside of the industry to identify gaps and opportunities to improve AIA customer experience
  • Support the related stakeholders to embed the customer research/insights (customer journeys, pain points, etc.) in business decision process
  • Data analysis to produce insights (30%)
  • Data mining expertise to effectively query and navigate across multiple data domains to perform data analysis and create findings. Able to use complex joins, subqueries, and analytical functions to generate clean, comprehensive, and relevant datasets in projects (RCS, RCS, and others)
  • Acquire data from primary or secondary data sources and maintain databases/data systems
  • Action plan implementation monitoring (30%)
  • Collaborate with key stakeholders to develop strategic customer initiatives plan that support achieving improvement of customer experience
  • Support monitoring the progress and effectiveness of the strategic customer initiatives implementation.
Minimum Job Requirements

  • Education
  • A bachelor degree preferable in Business Administration or Econometrics Application


Experience
  • At least 34 years of experience in position of customer analytics with practical experience in customer research and customer analytics


Experiencein market/customer research (qualitative focus group and quantitative survey)

  • Indepth knowledge about advanced statistical analytics
  • Have experience mining data, strong skill at key analytics platforms (Power BI, SAS, R, Qlikview or Tableau) & Database Structure (Access or SQL)
  • Have experience to query and navigate across multiple data domains to perform data analysis and create findings
  • Knowledge about business operation of insurance or financial services.
  • Excellent command of English and Vietnamese, both written and oral.
  • Special skills:
  • Sharp strategic thinking and strong innovative thinking
  • Strong influencing and collaboration skills
  • Strong problem solving and datadriven decisionmaking skills
  • Strong project management skills
  • Strong presentation skills with the ability to influence key stakeholders at all levels of the organization
  • Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._


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