Customer Experience Specialist

Roles and Responsibilities:

This position is accountable for the delivery of the following roles and responsibilities:

• Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with AIA Group standards and local market needs. Work with Insights and platform provider / Technology to implement the survey tool. Partner with touchpoint owners to ensure access to survey results, and proper training of team members for analysis and action planning based on results.
• RCS Listening & Action Loop - Establish a listen-learn-act framework that will enable continuous improvement, by building a discipline around collecting real time customer feedback, discussing survey results and immediately taking action on the comment/s.
• Facilitate deep-dive analytics of customer feedback, CX and business metrics to surface root causes and opportunity areas.
• Partner with various stakeholders across different functions to design, develop, and implement action plans to improve the customer and distributor experience.

• Maintain and update business-unit level customer journey maps. Ensure that action plans identified and other new initiatives are aligned with the Desired Customer Experience.
• Ensure that service recovery processes are in place and are effective in addressing negative customer feedback across different sources and touchpoints.
• Collaborate with Experience Design to bring Human-Centered Design methods and initiatives into the day-to-day operations of the enterprise.
• Develop and implement internal campaigns to promote and advocate for Customer Experience within the organization.
• Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Minimum Job Requirements:

• Bachelor’s degree in business, marketing, or another related field
• At least 5 years of experience in customer experience, customer insights, or a related role in the insurance or financial services industry.
• Strong analytical and problem-solving skills.
• Hands on experience with customer feedback management tools such as NPS and other Customer Metrics.
• Excellent communication, facilitation, and stakeholder management skills.
• Passion for improving customer journeys and driving measurable impact.