This position is responsible for driving AIA Philippines’ customer feedback management system and delivering experience improvements across the enterprise that will elevate customer satisfaction and loyalty
Job Summary
This position is responsible for driving AIA Philippines’ customer feedback management system and delivering experience improvements across the enterprise that will elevate customer satisfaction and loyalty.
Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with AIA Group standards and local market needs.
Partner with various stakeholders across different functions to design, develop, and implement action plans to improve the customer and distributor experience.
Matching Summary
This position is responsible for driving AIA Philippines’ customer feedback management system and delivering experience improvements across the enterprise that will elevate customer satisfaction and loyalty.
Skills & Requirements
Must-have
Customer feedback management system
Real time Customer Satisfaction survey
Listen-learn-act framework
Deep-dive analytics of customer feedback
Customer journey maps
Service recovery processes
Nice-to-have
Inspiring meaningful connections
Purpose-led brand positioning
Human-Centered Design methods
Promote and advocate for CX
Key Requirements
Provide all requested information
Ensure submitted information is accurate and up-to-date