Customer Experience Specialist

Roles and Responsibilities:

Customer Listening & Action Planning

• Own and manage the Real time Customer Satisfaction survey for key touchpoints, aligning with AIA Group standards and local market needs. Work with Insights and platform provider / Technology to implement the survey tool. Partner with touchpoint owners to ensure access to survey results, and proper training of team members for analysis and action planning based on results.
• RCS Listening & Action Loop - Establish a listen-learn-act framework that will enable continuous improvement, by building a discipline around collecting real time customer feedback, discussing survey results and immediately taking action on the comment/s.
• Facilitate deep-dive analytics of customer feedback, CX and business metrics to surface root causes and opportunity areas.
• Partner with various stakehol...