Vitality Customer Management, Principal

Vitality Customer Management, Principal

AIA Group
Ho Chi Minh Vietnam
Not Specified
Not Specified

Job Description


Bring your career aspirations to life with AIA!• To plan and implement Vitality customer & potential customers Strategy with integration and collaboration with Healthier, Longer, Better Lives Strategy
• To deepen customer centricity approach and translate customer experience aspirations into strategy and tactics to drive customer focused actions in AIA Vitality.
• To ensure a high engagement of customers through the smooth Vitality member journey and through the customer engagement campaign & communication
• To strategically capture customers data, behavior trend and purposely analyze for Vitality timely mechanism, campaigns.
Responsible for Vitality customer Strategy. Deepen customer centricity approach and translate customer experience aspirations into strategy and tactics to drive customer focused actions in AIA Vitality. (40%)
  • Define and design customer journey for the improvement of customer's online and offline experience with AIA Vitality
  • Identify service gaps in customer experience touchpoints and develop reinforcement initiatives to enhance customer experience
  • Work closely with key stakeholders in sales, operations and other workstreams to understand the challenges and customer pain points and provide insights for improvement

Ensure a high engagement of customers through the smooth Vitality member journey and through the customer engagement campaign & communication. (30%)
  • Work closely with the workstreams internally as well as external vendors to design and implement customer experience improvement initiatives
  • Measure and track customer experience for continuous improvement
  • Roll out initiatives to drive engagement and sales volume
  • Customer communication strategy and content execution

To strategically capture customers data, behavior trend and purposely analyze for Vitality timely mechanism, campaigns (30%)
  • Customers research and surveys. Analyze reports, collect customer feedback and identify strategies to enhance customer satisfaction
  • Vitality mechanism, program points updates in the timely manner
  • Collaboration with Actuary and product team for proper Vitality Integrated Products plan and execution

Build a career with us as we help our customers and the community live healthier, longer, better lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

About AIA Group

For a century, we have served millions of people and generations of families all around the Asia-Pacific region.AIA is the largest independent publicly listed pan-Asian life insurance group – with a presence in 18 markets across the Asia-Pacific region.Our Vision is to be the world’s pre-eminent life insurance provider. That is our service to our customers and our shareholders.Our Purpose is to play a leadership role in driving economic and social development across the region. That is our service to societies and their people.Our Promise to help people live Healthier, Longer, Better Lives.

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