Customer Research and Insights Principal

2 weeks ago

Makati City, National Capital Region, Philippines AIA Hong Kong and Macau Full time

Customer Research and Insights Principal page is loaded

Customer Research and Insights Principal Apply locations Makati, PH-AIA Philippines time type Full time posted on Posted 30+ Days Ago job requisition id JR-42024

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you'll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives.

So if you believe in inspiring a better future, read on.

About the Role

The Customer Journey and Insights Principal will lead pertinent consumer market research initiatives which cannot be addressed by the available internal historical customer data (i.e. consumer lifestyle and behavior, purchase intent for a new product, prognosis towards utilization of service platforms), conduct in-depth analysis of customer preferences and behaviors; and provide insights or set measures that will contribute to continuous improvement of customer experience. Relative to the Human Centered Design principles, conduct applicable user research that will aid in UX/UI design of digital platforms.

He/She will also act as country relationship lead to regional or enterprise research initiatives such as the Customer Relationship and Satisfaction Survey, Voice of the Customer / Distribution, Customer Community, User Experience Research and so forth. He/She will also serve as a functional expert and work with Distribution Channels, Customer Strategy and Segment and AIA Group to identify, plan research projects and liaise with reputable research agencies to deliver quality output while managing research budget of the respective entities under AIA Philippines, including BPI AIA.

The Customer Research and Insights Principal will oversee and serve as subject matter expert in the preparation and development of customer journey maps, act as custodian of these documents, and also lead in the enhancement of customer journey and transition maps alongside the Customer Experience Design team.

He/she will act as catalyst for transformation initiatives resulting from customer research results, ensuring that customer experience principles are integrated in all services and touch points by collaborating with Customer Champions Tribe, Sales, Marketing and Segments, Customer Touch Point Managers (Website, Call Center, Branch Offices, Social Media), Operations BUs, Legal and Compliance, or with Insurance or Bank Regulator when necessary. Provides insights for effective implementation or enhancement of Customer Value Management Programs, Retention or Loyalty Programs, and Digital Service Delivery initiatives.
  • Study and analyze customer interactions, provide insights and guidance on mapping the prescribed customer journey to deliver seamless experience that will translate into a holistic customer experience model for AIA Philippines, including BPI AIA.
  • Collaborate with stakeholders in developing best customer value proposition for retention and increasing customer value and likewise enhance company-wide capabilities based on defined customer journeys
  • Subject Matter Expert with oversight on customer journey mapping workshops, HCD / design thinking sessions, focus group discussions and other deep-dive consumer research.
  • Design and develop research plans to better understand customer behavior in collaboration with Group Office, Customer Champions Tribe, Marketing and Segment heads, Distribution Channels and BPI AIA Partners, Operations Business Units.
  • Oversee execution of enterprise research such as Customer Relationship Survey, NPS, CES, Real Time Customer Survey with Closed-Loop customer recovery management.
  • Monitor and ensure completion of action items from insights generated from enterprise and key customer research relative to Customer Experience Governance. As part of CX governance, have an oversight on initiatives and solutions that will address customer or distribution pain points, as identified in existing customer research.
  • Establish standard research request process and criteria for agency selection and optimize research budget to yield the most valuable customer insights to achieve business goals.
  • Perform analysis from available external data such as public data, market sizing, historical research, competitive scan from various media to generate valuable consumer insights.
  • Develop and maintain the Customer 360 Insights Group for crowd sourcing or voxpop research.

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.

Do you believe in better?

At AIA, we don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.

If you believe in inspiring a better future, we'd love to hear from you.

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