Customer Experience Specialist page is loaded Customer Experience Specialist Apply locations Auckland, NZ-AIA New Zealand time type Full time posted on Posted Today job requisition id JR-47158 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.
If you believe you can help guide us towards a better tomorrow, apply now!
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments that you require.
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.
Interested Candidates: Apply using the 'Apply' button. No emailed applications accepted. For general enquiries only, contact:
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. THE AIA DIFFERENCE – Working with purpose At AIA we're making a promise. It's a promise that is at the heart of everything we do and drives every decision that we make. It's a promise to help people live Healthier, Longer, Better Lives.
If you want to be part of not just protecting lives, but helping make them better every single day, then AIA has the environment for you
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