Customer Experience Specialist

AIA

Philippines
Real time customer satisfaction survey management
Customer journey map maintenance and updates
Root cause analysis of customer feedback
This position is responsible for driving AIA Philippines' customer feedback management system to elevate customer satisfaction and loyalty

Job Summary

  • This position is responsible for driving AIA Philippines' customer feedback management system to elevate customer satisfaction and loyalty.
  • The role involves establishing a listen-learn-act framework to enable continuous improvement through real-time customer feedback collection.
  • You will collaborate with various stakeholders to design action plans that improve both customer and distributor experiences across the enterprise.

Matching Summary

This position is responsible for driving AIA Philippines' customer feedback management system to elevate customer satisfaction and loyalty.

Skills & Requirements

Must-have

  • Real time Customer Satisfaction survey management
  • Customer journey map maintenance and updates
  • Root cause analysis of customer feedback
  • Service recovery process implementation
  • Cross-functional stakeholder collaboration

Nice-to-have

  • Human-Centered Design methodology experience
  • Internal campaign development skills
  • Deep-dive analytics proficiency
  • Purpose-led brand positioning knowledge
  • Continuous improvement framework discipline

Key Requirements

  • Experience in customer feedback management systems
  • Ability to facilitate deep-dive analytics
  • Knowledge of service recovery processes
  • Strong cross-functional partnership skills
  • Proficiency in customer journey mapping

Work Rights

Not specified

Tailored Resume

Cover Letter