Customer Centricity, Insights & Research, Principal (senior Manager)
AIA Australia
Not specified (assumed hybrid based on industry standards).
10+ years customer experience experience
Cross-functional cx initiative leadership
Nps and journey-based metrics expertise
AIA Australia seeks a Principal (Senior Manager) for its Customer Centricity, Insights & Research team to enhance customer experience and drive meaningful engagement. The role requires a strong customer-centric mindset, extensive experience in customer transformation, and the ability to influence cross-functional teams
Job Summary
The role acts as a CX transformation lead responsible for translating insights into prioritised journey actions and mobilising cross-functional owners.
You will integrate internal customer data with external research to craft delightful experiences that align with AIA's ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.
This position requires a proven track record of driving complex CX initiatives from insight to action while ensuring improvements are embedded, measured, and sustained.
Matching Summary
Match Score: 85
AIA Australia seeks a Principal (Senior Manager) for its Customer Centricity, Insights & Research team to enhance customer experience and drive meaningful engagement. The role requires a strong customer-centric mindset, extensive experience in customer transformation, and the ability to influence cross-functional teams.
Skills & Requirements
Must-have
10+ years customer experience experience
Cross-functional CX initiative leadership
NPS and journey-based metrics expertise
Root cause diagnosis using data insights
Senior stakeholder influence without authority
Nice-to-have
Master's degree in relevant field
Change management execution governance
Strong storytelling and facilitation skills
Bias towards action and outcomes
Comfort operating in ambiguity
Key Requirements
Bachelor's degree required; Master's preferred
10+ years relevant experience in CX or strategy
Hands-on experience with NPS and operational metrics