Position Objective:

• Tracking customer experiences across all functions and all touch points
• Deliver the best quality of service to AIA customers in all customer touchpoints

Roles and Responsibilities:

• Develop and implement strategies to enhance customer experience and satisfaction across all touchpoints of the insurance lifecycle, including policy issuance, claims processing, and customer support.
• Collaborate with cross-functional teams, including sales, underwriting, claims, and operations, to streamline processes, eliminate bottlenecks, and enhance efficiency in delivering insurance services to customers.
• Evaluate and implement customer relationship management, digital tools, and technology solutions to streamline customer interactions, automate processes, and enhance the overall customer experience.
• Drive key performance indicators (KPIs) and metrics to measure customer satisfaction, retention and regularly monitor performance against targets, identifying opportunities for improvement.
• Build and maintain strong relationships with internal stakeholders, external partners, and vendors, collaborating on initiatives to enhance customer experience and drive business growth.
• Customer Experience related impact and issues as keyhight and follow action plans taken to drive customer centricy.

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA or equivalent preferred.
• Minimum of 5 years of experience in customer service management, preferably within the insurance industry.- Proven leadership skills with experience in managing and developing high-performing teams.
• Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.- Excellent communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.
• Knowledge of insurance products, regulations, and industry trends.- Proficiency in CRM systems, Microsoft Office Suite, and other relevant software applications.
• Certification in customer experience management or related fields is a plus.