Customer Centricity, Senior Principal (associate Director)

AIA Group

Hong Kong
Not specified
15 years work experience in customer experience
Net promoter score and net promoter system design
Financial services or management consulting background
AIA Group is seeking a Senior Principal (Associate Director) to lead customer-centric initiatives aimed at enhancing customer experience and engagement within the insurance sector in Hong Kong. The ideal candidate will possess significant experience in customer experience strategies, particularly in financial services, and will be responsible for implementing a governance framework that ensures alignment with the company's strategic priorities

Job Summary

  • The company aims to become the leading customer-centric insurance company in Hong Kong by driving practical transformation across all customer touchpoints.
  • This role integrates customer experience with brand marketing principles to deliver consistent, empathetic, and impactful interactions while managing the CX governance framework.
  • Candidates must leverage data analytics, journey mapping, and design thinking to improve Net Promoter Scores and embed a customer-centric culture across the enterprise.

Matching Summary

Match Score: 85

AIA Group is seeking a Senior Principal (Associate Director) to lead customer-centric initiatives aimed at enhancing customer experience and engagement within the insurance sector in Hong Kong. The ideal candidate will possess significant experience in customer experience strategies, particularly in financial services, and will be responsible for implementing a governance framework that ensures alignment with the company's strategic priorities.

Skills & Requirements

Must-have

  • 15 years work experience in customer experience
  • Net Promoter Score and Net Promoter System design
  • Financial services or management consulting background
  • Customer journey mapping and data analytics
  • Change management and stakeholder influence

Nice-to-have

  • Insurance industry experience preferred
  • Fluency in Mandarin is an advantage
  • Passion for insurance-oriented technology innovation
  • Experience with digital direct-to-consumer propositions
  • Strong storytelling and strategic thinking skills

Key Requirements

  • Minimum 15 years of relevant work experience
  • Proven track record in financial services or consulting
  • Expertise in NPS system design and launch
  • Bilingual proficiency in Cantonese and English required

Work Rights

Not specified

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