Customer Centricity, Insights & Research, Principal (senior Manager)

AIA

10+ years customer experience experience
Nps and journey-based cx metrics expertise
Cross-functional stakeholder influence
This role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners

Job Summary

  • This role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners.
  • The position requires a proven track record of driving cross-functional CX initiatives from insight to action within a complex organization.
  • You will partner with senior leaders to connect customer outcomes with business decisions while ensuring CX improvements are embedded, measured, and sustained.

Matching Summary

This role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners.

Skills & Requirements

Must-have

  • 10+ years customer experience experience
  • NPS and journey-based CX metrics expertise
  • Cross-functional stakeholder influence
  • Data-driven root cause diagnosis
  • CX governance and tracking leadership

Nice-to-have

  • Strong storytelling and facilitation skills
  • Bias towards action and outcomes
  • Experience in fast-paced environments
  • Change management execution exposure
  • Ability to operate in ambiguity

Key Requirements

  • Bachelor's degree required; Master's preferred
  • 10+ years relevant experience in CX or strategy
  • Hands-on experience with NPS and VOC data

Work Rights

Not specified

Tailored Resume

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