Customer Engagement, Consultant

Customer Engagement, Consultant

AIA Group
Not Specified
Not Specified

Job Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
So if you believe in inspiring a better future, read on.
WE ARE LOOKING FOR .....Customer Engagement, Consultant who will be leading the design and be the champion to drive the execution of customer engagement strategy of AIA Vietnam, by identifying opportunities to nurture and engage the customer across the customer lifetime journey and hence contribute to building a leading customer experience at AIA VN.
Report to: Senior Manager, Customer Experience & Engagement
Location: HCMC
Function: Customer Office l Customer Experience & Engagement
Role: Managerial Role
Roles & Responsibilities:
Design the Customer Engagement strategy (30%)
  • Design Customer Engagement strategy by identifying points of opportunities to nurture and engage customer along the Customer Lifetime journey.
  • Ensure the alignment with the overall Customer Experience strategy and vision.
  • Promote Customer Engagement strategy with clear vision.
  • Utilize customer insights to continuously identify points of engagement and enhance the strategy.
  • Continuously review and identity key priorities and common themes of customer and distributors pain points aiming to enhance the customer engagement quality.

Drive the Customer Engagement program execution and plan (50%)
  • Work closely with peers from Customer Office in the execution of Customer Engagement Strategy and working hands on across customer office function to deliver strong engagement outcomes.
  • Coordinate with Customer Analytics Team to support the analysis of customer profile, customer insights and behavioral data (including Vitality) to further enhance the quality of engagement activities.
  • Coordinate with ECM team to funnel the engagement and customer touchpoints with AIA into repurchase results.
  • Manage various customer engagement program, including but not limited to the existing customer loyalty program for high-end customers. Extend the reach of customer loyalty program to larger base of existing customer by leveraging the Segmentation model.
  • Support the business digitalization by driving customer's adoption to AIA digital platforms, which will translate to eSubmission and STP improvements.
  • Monitor customer engagement improvement through various customer KPI such as digital adoption, customer loyalty program utilization and satisfaction, inactive customer ratio, customer engagement score, and others, and to track the financial impact.

Develop internal capabilities and foster culture around Customer Engagement (20%)
  • Support Customer engagement cultural/ mindset change programs for engaging employees, distributors and partners
  • Drive customer engagement program execution by consistently implementing good change management practice.
  • Identify and share best practices on different aspects of Customer Engagement, within AIA and insurance/ non-insurance industries, including with AIA Group office and other AIA business units.
  • Perform other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.

  • Proven leadership, experience and impact
  • Strong leadership, people management and team working skills
  • Direct personal experience leading customer-orientated change programmes (spanning multiple functions as an advantage)
  • Engaging and collaborative working style
  • Excellent communication skills with ability to communicate simply and effectively with all levels of the organisation and with external partners.
  • Willingness to collaborate non-hierarchically across functions
  • Innovative self-starter, highly motivated, business savvy with strong people skills
  • Eagerness to set a fast pace and work well under pressure in a dynamic, empowered environment
  • A passion for making things simple and easy for customers

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