Digital Customer Engagement Principal

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

This leadership role is accountable for the strategic direction, performance, and continuous evolution of the customer self-service portal, AIA+, ensuring the platform provides value to AIA PH and BPI AIA. The incumbent will champion digital transformation initiatives that enhance customer experience, drive operational efficiency, and deliver measurable business impact. As a senior product leader, this role will shape the long-term vision of the platform, lead cross-functional collaboration, and ensure alignment with enterprise goals and customer expectations.
In addition, the individual in this position will oversee the AIA Vitality Philippines platform and app, specifically the planning and execution of app features, delivery of capabilities to support benefits, partner integration, as well as ongoing accessibility and performance.

Key Responsibilities
AIA+ Strategic Leadership & Product Vision

• Define and own the multi-year strategic roadmap for AIA+, ensuring alignment with corporate objectives, customer needs, and emerging technologies.
• Lead the transition and change management from legacy systems to new digital platforms. Define the sequence and timing of the transition that ensures minimal disruption and maximum value delivery to both customers and the business.
• Prioritize features and enhancements using data-driven insights and feedback from users and stakeholders and provide direction to the delivery team within the Digital Customer Tribe.
• Serve as the primary product evangelist, influencing senior stakeholders and driving consensus across business units in support of the AIA+ Philippines roadmap.

AIA Vitality Platform Development & Optimization

• Define and own a roadmap for AIA Vitality Philippines platform transformation and enhancement, in partnership with the local Vitality program lead and Group Propositions / Vitality.
• Prioritize features and enhancements using data-driven insights and taking into account business objectives, and provide direction to the delivery teams within Amplify Health, Group Vitality and AIA PH IT.
• Serve as the primary product evangelist, influencing senior stakeholders and driving consensus across business units in support of investments into the AIA Vitality platform.

Product Development & Optimization

• Oversee the end-to-end product lifecycle, from ideation to deployment, in partnership with the Digital Customer Tribe (for AIA+), Group Vitality / Amplify Health / local IT (for Vitality) and governance teams.
• Ensure the platforms remain secure, scalable, and compliant with regulatory standards while delivering best-in-class user experiences.
• Guide UX/UI teams to create an intuitive and visually appealing customer experience, without much deviation from the base design. He/she must strive to maintain design integrity and elevate customer satisfaction

Customer Engagement & Change Management

• Develop and execute engagement strategies to increase adoption, usage frequency, and feature utilization.
• Lead change management efforts to support the migration from offline channels to digital self-service, fostering a culture of digital-first engagement.
• Define and monitor KPIs such as registration growth, active user rates, and channel migration metrics to inform continuous improvement.

Customer-Centric Innovation

• Collaborate with the Customer Insights team to translate user feedback and market trends into actionable product enhancements.
• Benchmark against industry leaders and peers in other BUs to ensure AIA+ and AIA Vitality remain competitive and forward-thinking.

Minimum Job Requirements:

• Bachelor's Degree in any Communications, Business, Marketing, UX Design courses or in any IT-related program
• At least 5 years' experience in digital product management, preferably in insurance, banking, fintech, or a customer facing environment
• Proven track record in launching and scaling web or mobile customer portals or apps
• Deep understanding of Agile methodologies, product lifecycle, and digital user experience best practices.
• Strong Verbal and Written Communication Skills (writing, proofreading, layout and design; and able to present concepts)
• Strong organizational and planning skills with keen eye for detail and time management
• Excellent leadership and stakeholder management skills
• Self-motivated, collaborative, and can work under minimal supervision
• Strong negotiation skills
• Basic knowledge in Adobe Photoshop or Illustrator, MS Powerpoint or Keynote
• Working knowledge of CMS framework, familiarity with Adobe Experience Manager is an added advantage

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.

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