Customer Centricity, Insights & Research, Principal (senior Manager)

AIA

Not specified
10+ years customer experience experience
Nps and journey-based cx metrics
Cross-functional stakeholder influence
AIA is seeking a Principal (Senior Manager) for their Customer Centricity, Insights & Research team, who will drive customer experience transformation through data integration and actionable insights. The ideal candidate will have extensive experience in customer-centric roles, with a strong emphasis on influencing stakeholders and improving customer journeys

Job Summary

  • This role acts as a CX transformation lead responsible for translating insights into prioritized journey actions and mobilizing cross-functional owners.
  • The position requires a proven track record of driving cross-functional CX initiatives in a complex organization from insight to action.
  • You will partner with senior leaders to connect customer outcomes with business decisions while ensuring CX performance is consistently reviewed.

Matching Summary

Match Score: 85

AIA is seeking a Principal (Senior Manager) for their Customer Centricity, Insights & Research team, who will drive customer experience transformation through data integration and actionable insights. The ideal candidate will have extensive experience in customer-centric roles, with a strong emphasis on influencing stakeholders and improving customer journeys.

Skills & Requirements

Must-have

  • 10+ years customer experience experience
  • NPS and journey-based CX metrics
  • Cross-functional stakeholder influence
  • Root cause diagnosis for journeys
  • Data-driven prioritization of actions

Nice-to-have

  • Master's degree in related field
  • Change management execution governance
  • Strong storytelling and facilitation skills
  • Bias towards action and outcomes
  • Comfortable operating in ambiguity

Key Requirements

  • Bachelor's degree required, Master's preferred
  • 10+ years relevant experience in CX or strategy
  • Relevant license(s) if job involves regulated activities

Work Rights

Not specified

Tailored Resume

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