Customer experience transformation program managerAXA MANDIRI FINANCIAL SERVICES

Job Description
Job Purpose
Acts a coordinator between multiple CX projects to ensure the projects are benefiting each other and are all aligned in achieving the overall CX business goals. Monitor and drive all running and completed CX impacting projects and initiatives across AXA and develop a Project Management Dashboard for tracking and reporting with benefit attribution to CX metrics.
Facilitates the AXA CX and Customer Council initiatives progress and updates reporting during the quarterly ELT/SLT NPS as well as the Customer Council annual strategy planning and follow through.
Play the lead role in planning, executing, monitoring and closing assigned CX Transversal projects delivering a project on time and within the budget while keeping everyone involved in the know and satisfied. Effectively work with Project owners and project teams to ensure on time project implementation and realize identified project objectives and benefits.
Facilitates the Customer Council meetings, handles the agenda and minutes, follows through council decisions and agreed actions facilitate and monitors the status and progress of Council and RTB projects & initiatives addressing customer painpoints and opportunities.
Develop and Update CX Governance Guidelines and Customer Council Charter
Critical Accountabilities
Key Result Areas
Major Activities
Output KPIs
Challenges and Risks
Timelines
-adherence to project timeliness and completeness
Creating and monitoring the project schedules, prioritizing and sequencing time frames associated with changing elements of a project.
On Time completion percentage
Number of Adjustments to the schedule
Planned Hours vs Time Spent
Dependent on resource prioritization of resource teams
Budget- complete project at or under budget
Establish the budget, optimize the budget, create contingencies and constantly review and reforecast costs to complete to identify potential problems early enough to mitigate or correct any out of budget tasks.
Budget Variance: Actual vs Plan
Number of Budget Iterations
Cost Performance Index- Earned Value over Actual Costs
Dependent on company projects prioritizations
Quality
-how well the project progressed Are those working on it or benefiting from it satisfied
Documenting ad tracking all the details for completion and quality.
Creating the necessary business relationship that addresses project discrepancies, project change orders and avoid risks.
Increase in Customer Satisfaction or Stakeholder satisfaction (via surveys)
Increase in NPS (via surveys)
Number of errors
Customer Complaints
Adhoc surveys to be done on NPS and CSAT
Effectiveness
-spending time and money appropriately
Tracking project cost versus project outcome/benefits
Number of project milestones completed on time with sign off
Number of cancelled projects
Number of change requests
Return on Investment (ROI)
With validation from Finance partners
Your Profile
Skills and Knowledge
Leadership and Team management
Organized, Knowledgeable and Able to Multitask
Good Communication, Interpersonal and Motivation Skills
Problem Solving and Conflict Management Skills
Budget and Time Management
Project management methodologies
Risk Management
Reporting skills
Relevant Experience
Educational Qualifications
Project Management
Top Management Stakeholder management experience in project implementation
Financial or Insurance Business Acumen
College graduate, Masters is a plus
PMI certification is a plus
Personal Characteristics/Behaviors
Other Requirements
Strategic and Customer Obsessed
Problem-solver
Great Communicator
Organized and Detail Oriented
Responsible and Accountable
Calm under pressure
About AXA
A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.
About the Entity
Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.
AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.
AXA now offers a complete range of products for all its customers insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.
AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.
AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.
The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.
What We Offer
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