Position Objective:

• Tracking customer experiences across all functions and all touch points
• Deliver the best quality of service to AIA customers via conduct survey, take feedback and action taken for continuous improvement.

Roles and Responsibilities:

• Tracking customer experiences across online and offline channels and touchpoints.
• Drive to achieve customer experience KPI/Metrics and delivering excellency services to customers.
• Develop and implement quality assurance policies/ procedures/process and all critical error related with customer, business and compliance are highlighted to management team.
• Conduct Survey at all stages of customer journey upon group guideline with targeted timeline.
• Analyze all customers feedback and align all cross functional department and necessary action taken to improve best experiences both internal and external customers.
• Monitor call centre and agent performance to deliver excellence quality of services to AIA customers.
• Collaborating with cross functional team to enhance customer services and brand awareness.
• Aligning customer experience strategies and set up initatives and run campaign by identifying customer needs and taking proactive steps to maintain positive experiences.
• Weekly, Monthly and quarterly report provide to management team.

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least 3 years' experience as a customer experience specialist, or a similar customer support and QA role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of customer survey and quality montironing.
• Proficiency in MS Office, Advanced in excel as well as CX tools and CRM software.
• Exceptional interpersonal skills and a customer centricity approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.