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Journey Mapping Specialist

2 weeks ago

Manila, National Capital Region, Philippines AIA Philippines Full time

AIA Philippines believes 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.

About the Position

This position plays a critical role in shaping customer experiences across key stages in the journey --- Learn, Buy, Service and Claims.

The ideal candidate will be responsible for designing, optimizing, and implementing the desired customer journey and equivalent business or operational processes.

  1. Map customer journeys and develop service blueprints to identify pain points and areas for improvement.
  2. Collaborate with Process Owners and QA teams to design and implement optimized processes.
  3. Work with the Research and Insights team to validate customer journeys and measure key performance indicators.
  4. Stay updated on industry trends and best practices to ensure business processes remain cutting-edge.