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Customer Experience, Consultant
2 weeks ago
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
Leading the design and driving the execution of AIA Vietnam’s overall customer experience strategies, in order to provide customers a seamless experience across all stages, channels and touchpoints and hence successfully deliver the leading customer experience pillar in Ascend 200 strategy.
Design the Customer Experience strategy (30%)
- Promote Customer Experience strategy with clear vision and design principles
- Design future customer and service journeys (i.e. Learn, Buy, Service, Claims) by adopting Customer Journey Mapping techniques to understand customer pain points, and take relevant actions for experience improvement across different distribution channels
- Use customer insights to prioritize and derive remedial actions to close the gaps, via planning and facilitation of Customer Experience Workshop
- Review and identity key priorities and common themes of customer/ distributors pain points and opportunities, aiming to support the development of target state blueprints, frameworks, toolkits or Customer Experience solutions
Drive the Customer Experience program and plan (50%)
- Work closely with peers from Customer Office in the execution of Customer Experience Strategy, and working hands on across customer office function to deliver strong customer outcomes
- Coordinate with Customer Analytics Team to support the analysis of customer profile, journeys and behavioral data (including Vitality) for engagement, better experience and repurchase opportunities
- Work with other functions outside of Customer Office, including Marketing, Vitality Team, IT, Distribution channels and HR to design & enhance Customer and Service journeys via processes & digital enhancement
- Monitor CX improvement through various customer KPI such as NPS, CES, CSAT, RCS and other and to track actual financial impact by improving customer experience
Develop internal capabilities and foster culture around Customer Experience (20%)
- Support Customer Experience cultural/ mindset change programs for engaging employees, distributors and partners
- Identify and share best practices on different aspects of Customer Experience, within AIA and insurance/ non-insurance industries
- Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._
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