Customer Centricity, Senior Principal (associate Director)
AIA Australia Limited
Hong Kong
15 years work experience in customer experience
Net promoter score and system design expertise
Financial services or insurance industry background
The role is critical to AIA's ambition of becoming the leading customer-centric insurance company in Hong Kong by driving practical transformation across customer touchpoints
Job Summary
The role is critical to AIA's ambition of becoming the leading customer-centric insurance company in Hong Kong by driving practical transformation across customer touchpoints.
You will lead the Customer Centricity Program and governance framework to improve Net Promoter Scores while integrating brand marketing principles into all customer interactions.
This position requires strong project management and critical thinking to orchestrate cross-functional taskforces using data analytics, journey mapping, and change management capabilities.
Matching Summary
The role is critical to AIA's ambition of becoming the leading customer-centric insurance company in Hong Kong by driving practical transformation across customer touchpoints.
Skills & Requirements
Must-have
15 years work experience in customer experience
Net Promoter Score and System design expertise
Financial services or insurance industry background
Strong stakeholder management and influencing skills
Data analytics and customer insights proficiency
Nice-to-have
Mandarin language fluency
Experience with insurance-oriented technology innovation
Background in management consulting
Passion for sustainability and health initiatives
Key Requirements
Minimum 15 years of relevant work experience
Fluency in Cantonese and English required
Relevant license if job involves regulated activities