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AIA Singapore Private Limited

Customer Journey & Experience, Consultant

AIA Singapore Private Limited Singapore
Posted 4 hours ago Permanent Competitive
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

Join us today as Customer Journey & Experience, Consultant today

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
  • Experience in life insurance would be an advantage.
  • 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.
Believe in better with AIA.

If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way!

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.
Job ID  JR-46943
ABOUT COMPANY
Singapore
Insurance
AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance g...
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