Customer Centricity, Senior Principal (associate Director)
AIA Group
Hong Kong, Hong Kong
Customer experience strategy
Cx governance framework
Customer centric culture program
Lead and manage customer-centric initiatives and the CX governance framework to ensure alignment with strategic priorities and brand positioning
Job Summary
Lead and manage customer-centric initiatives and the CX governance framework to ensure alignment with strategic priorities and brand positioning.
Develop and deliver Customer Experience Strategy and coordinate with Group Office and functional stakeholders to drive and orchestrate the right CX measurement, governance, and accountability across the organization.
Lead, develop, and implement the customer centric culture program to ensure all staff are aware of their role and impact they can make for customer experience through communication, campaigns, recognition, and training.
Matching Summary
Lead and manage customer-centric initiatives and the CX governance framework to ensure alignment with strategic priorities and brand positioning.
Skills & Requirements
Must-have
Customer experience strategy
CX governance framework
Customer centric culture program
Data Analytics and Insights
Journey Mapping
Change Management
Nice-to-have
Inspiring meaningful connections
Purpose-led brand positioning
Empathetic customer interactions
Thought leadership
Insurance-oriented technology
Key Requirements
Minimum 15 years work experience
Net Promoter SCORE and Net Promoter SYSTEM experience
Excellent written and presentation skills on both Cantonese and English