Customer Experience Specialist

About the role

The Customer Experience Specialist will own and manage real‑time customer satisfaction surveys for key touchpoints, ensuring alignment with AIA Group standards and local market needs. This role drives continuous improvement through a listen‑learn‑act framework, turning feedback into actionable plans.

Key responsibilities

• Own and manage the Real‑time Customer Satisfaction (RCS) survey across key touchpoints.
• Collaborate with Insights, technology partners, and platform providers to implement and maintain the survey tool.
• Partner with touchpoint owners to provide access to survey results and train teams on analysis and action planning.
• Establish a listen‑learn‑act framework to collect feedback, discuss results, and take immediate action.
• Facilitate deep‑dive analytics of customer feedback, CX, and business metrics to identify root causes and opportunities.
• Design, develop, and implement action plans with cross‑functional stakeholders to improve customer and distributor experiences.
• Maintain and update business‑unit level customer journey maps.
• Ensure effective service recovery processes for negative feedback across all sources.
• Collaborate with Experience Design to embed Human‑Centered Design methods into daily operations.
• Develop internal campaigns to promote and advocate for Customer Experience within the organization.

Required profile

• Bachelor’s degree in business, marketing, or a related field.
• At least 5 years of experience in customer experience, customer insights, or a related role within the insurance or financial services industry.
• Strong analytical and problem‑solving abilities.
• Excellent communication, facilitation, and stakeholder‑management skills.
• Passion for improving customer journeys and delivering measurable impact.

Required skills

• Hands‑on experience with customer feedback management tools such as NPS and other customer metrics.