Customer Centricity, Insights & Research, Principal (senior Manager)
AIA
10+ years customer experience experience
Nps and journey-based cx metrics
Cross-functional stakeholder influence
The role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners
Job Summary
The role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners.
You will diagnose root causes behind underperforming journeys using data and ensure improvements are embedded, measured, and sustained.
As part of the Customer Centricity team, you will help craft delightful experiences that align with AIA's ambition to help a billion people live healthier, longer, better lives.
Matching Summary
The 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
Cross-functional stakeholder influence
Root cause diagnosis using data
CX transformation leadership
Nice-to-have
Master's degree in Marketing or Business
Strong storytelling and facilitation skills
Bias towards action and outcomes
Experience with change management governance
Key Requirements
Bachelor's degree required; Master's preferred
10+ years relevant experience in CX or strategy
Proven track record driving cross-functional initiatives