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Customer Experience Specialist

4 months ago

Auckland City, New Zealand AIA Full time

BELIEVE IN BETTER

Do you believe in leading the way to a better, healthier, more sustainable future?

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It's finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the HKSE, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live. Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.

Sound like you? Then read on.

The opportunity:
The purpose of this role is to support AIA’s strategic and tactical activities to deliver our Customer Experience (CX) vision and strategic goals.

You will do this by championing the voice of the customer and intermediary to drive enhancements to the AIA experience.

Key responsibilities include:
- Supporting the delivery and execution of AIA’s Customer Experience strategy- Sourcing and using insights into customer and intermediary experiences to further the business’ understanding of customer needs- Executing the CX and journey frameworks and experience blueprinting, and supporting their embeddedness within the business- Engaging stakeholders in understanding customer and intermediary experiences relative to their areas- Coordinating the delivery of the CX team activities and managing workflow- Supporting the delivery of the annual Customer Relationship Survey and Intermediary Relationship Survey insights- Proactively and consistently contributing to process improvement through identifying enhancements and driving implementation- Participating in projects as required, taking accountability for co-ordination of key deliverable tasks- Maintaining knowledge and expertise in all relevant areas to deliver on-going excellence.

Ideally, you’ll bring:
- Excellent communication skills, both written and oral- Superior relationship management experience- Experience in a customer insights or advocacy function, or an insights planning/research role- 2 years’ experience in business report writing with management commentary ability, and an understanding of data

Why choose AIA?

At AIA, we believe in empowering every one of our people to find their 'better'. We do this by offering:
- Opportunities to grow within the business through internal mobility- Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge- Membership to AIA Vitality, our wellbeing programme, giving you access to great discounts & rewards with Apple, Les Mills, MoleMap, Forme Spa, Groov, AirPoints, Countdown & more- A supportive and inclusive workplace- Flexible working arrangements.

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.

Recruitment Agencies: Our Talent team does not require any recruitment agency support.