Roles & Responsibilities Are you passionate about creating exceptional customer experiences?
We are looking for a Customer Experience Specialist to join our dynamic team and drive initiatives that enhance customer communications and journeys across various touchpoints.
What you will be doing:
- Support and execute transformation projects aimed at improving customer communication and experiences.
- Define, map and analyse customer journeys to identify pain points and opportunities for improvement.
- Work with different functional teams including Marketing, Operations, UI/UX team to define and co-create best-in-class customer communications experiences.
- Craft, edit and review communications to our customers; simplify complex information (operational, technical and legal jargon and move towards simple, customer-friendly language and format that is aligned with AIA's brand tone of voice.
Who we are looking for:
- Excellent communication skills, both written and verbal, able to interpret and translate complex concepts into simple, customer-friendly communications
- Strong attention to detail and ability to spot inconsistencies or areas for improvement
- Team player with ability to work in cross functional teams across the organisation, navigate conflicting viewpoints and drive alignment.
- A proactive, curious and customer-first mindset with a can-do attitude and passion for continuous improvement.Comfortable working under time pressure.
- At least 3 years of experience in customer experience, communications or related fields.
Basic understanding of the insurance will be a plus
Tell employers what skills you have Excellent Communication Skills
Scalability
Strong Attention To Detail
Customer Experience
Customer Support
Customer Engagement
User Experience
Good Communication Skills
Pressure
Analytical Problem Solving
Team Player
Articulate
Customer Service
Customer Communication
UX
Customer Journeys