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
Supports the company’s ambition in achieving NPS #1 through in-depth understanding and development of customer journey maps (CJM), and identifying areas where customer experience requires improvement or opportunities for innovation
What you will do:
- Map end-to-end customer journeys for key customer propositions, products and touchpoints (online and offline).
- Identify potential for improvements and innovations in existing customer journeys and work with business users to improve customer recommendation at key journeys.
- Collaborate with cross functional teams to stay aligned and consistency throughout the customer journeys: Product, Marketing, Branding, Channels and Operations.
- Analyse and synthesize relevant customer insights to design and deliver desired customer journey maps.
- Apply Customer Experience frameworks and toolkits; Monitor and improve effectiveness of customer journey maps through defined success metrics.
What you should have:
- Minimum 3 years of relevant working experience in Customer Journey Design, and Customer Experience or equivalent.
- Strong communication and interpersonal skills with the ability to influence, manage and build relationships with multiple business stakeholders. The communication network of the incumbent is expected to be approximately 80% internal dealing with key business users and senior leaders from various functions including but not limited to Marketing (Product, Vitality and Brand), Life Operations, Tech and Digital Teams, Finance, Strategy & Planning, Channels (Agency and Partnership Distribution), Risk and Compliance, Legal, and 20% external dealing with appointed service providers/vendors.
- Results oriented and data driven with strong analytical skills; high level of attention to detail, including a proven track record to manage multiple and competing priorities simultaneously.
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.
