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

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

Develop forward looking customer and marketing strategy to support the company’s bold ambition of becoming an undisputed insurance leader in customer centricity and sustained high growth.Strengthen Customer Centric mindset and culture. Support the organisation’s Customer Centricity transformation through customer insight capture and analytics, and customer action planning and monitoring.Lead customer and marketing initiative and business result reporting and budget management to drive ongoing monitoring and identification of optimisation opportunities.

Roles and Responsibilities: ​

Customer & Marketing Strategy Development and Planning

• Deliver insights and thought leadership on market developments and implications for the Customer & Marketing department at AIA Hong Kong & Macau
• Develop strategy for the Customer & Marketing department and on specific related topics, e.g. customer and growth marketing, strategic alliances, digital platforms and wellness program
• Manage annual strategic planning process, including synthesis of overall plan and budget request, validation of supporting research and evidence, development and consolidation of management communication materials / submissions
• Develop / review department business case for strategic projects
• Optimise customer data insight development and usage

Driving Customer Centricity

• Develop the Customer Centricity strategy, coordinate with Group Office and functional stakeholders to drive and orchestrate the right Customer Centricty measurement, governance, and accountability across the organisation
• Monitor the implementation and optimisation of different customer research and insight development, including the corresponding insight report
• Synthesise customer insights and ongoing monitoring to support cross functional customer action planning and continued optimisation
• Drive the development and implementation of the customer centric culture program to ensure staff are aware of their role and the impact they can make for customer experience through communications, campaigns, recognition and training. Collaborates with Human Resource and other departments as needed on the roll out

Business Reporting and Budget Management

• Lead department business reporting, including optimising business reporting templates / dashboards, coordination of action follow-ups
• Manage department budget and company-wide advertising expenses to ensure in budget and effective spend
• Support department contract review to ensure commercial viability

Team and Stakeholder Management

• Coach and mentor junior members, upskill data insight development and reporting capabilities of the team and relevant members across the department
• Effectively manage cross-functional team communications and collaborations
• Develop and maintain strong relationships with internal and external stakeholders, including the Group Office, ExCo, and senior leadership team

Minimum Job Requirements:

• Minimum 15 years work experience and strong track record of driving customer experience strategies in financial services, management consulting or related industry
• Strong business acumen with an aptitude of strategic, critical and analytical thinking
• Obsessed with customer insights and analytics and can think big strategic picture, with strong storytelling and influencing skillset to embed customer centricity across the enterprise
• Capacity to think strategically, plan, and implement tactical execution against business challenges
• Strong experience of leading large-scale projects, providing thought leadership on customer journey and define customer strategy
• Expert problem solving, analytical, judgement and decision-making skills.
• Collaborative and can work across different lines of businesses by listening, consulting, and taking into account the needs of multiple groups before forming a decision
• Demonstrated impeccable judgement based on data analysis and insights to identify trends, tell compelling stories and drive decision-making
• Demonstrated ability to operate effectively in a fast-paced environment and to translate ambiguous concepts into action plans
• Highly effective in influencing and motivating stakeholders across a variety of disciplines to drive the right commercial outcomes
• Exceptional stakeholder management and experienced in senior stakeholder management
• Can work with ambiguity and manage change effectively
• Experience with and passion for insurance-oriented technology and innovation, digital and analytics-powered direct-to-customer propositions
• Excellent written and presentation skills on both Chinese and English. Fluency in Cantonese is an advantage

Others:

• You are required to obtain relevant license if your job involves in regulated activities

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.