Customer Centricity, Senior Principal (associate Director)
AIA Australia
Hong Kong, Hong Kong
Customer experience strategy
Cx governance framework
Customer-centric initiatives
The company has a bold ambition to become the leading customer-centric insurance company in Hong Kong, aiming to deliver and sustain leading NPS in the industry
Job Summary
The company has a bold ambition to become the leading customer-centric insurance company in Hong Kong, aiming to deliver and sustain leading NPS in the industry.
This role integrates customer experience with brand marketing principles to deliver consistent, empathetic, and impactful interactions across all touchpoints.
You will lead and manage the CX governance framework, customer-centric initiatives, and the customer centric culture program to drive practical transformation.
Matching Summary
The company has a bold ambition to become the leading customer-centric insurance company in Hong Kong, aiming to deliver and sustain leading NPS in the industry.
Skills & Requirements
Must-have
Customer Experience Strategy
CX governance framework
customer-centric initiatives
customer journey mapping
Data Analytics and Insights
stakeholder management
Nice-to-have
inspiring meaningful connections
purpose-led brand positioning
design thinking solution
insurance-oriented technology
Key Requirements
Minimum 15 years work experience
financial services experience
Net Promoter SCORE and Net Promoter SYSTEM experience
Excellent written and presentation skills on both Cantonese and English