customer Research and insights principalAIA Group

Job Description
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
So if you believe in inspiring a better future, read on.
WE ARE LOOKING FOR .....
The Customer Journey and Insights Principal will lead pertinent consumer market research initiatives which cannot be addressed by the available internal historical customer data (i.e. consumer lifestyle and behavior, purchase intent for a new product, prognosis towards utilization of service platforms), conduct in-depth analysis of customer preferences and behaviors and provide insights or set measures that will contribute to continuous improvement of customer experience. Relative to the Human Centered Design principles, conduct applicable user research that will aid in UX/UI design of digital platforms.
He/She will also act as country relationship lead to regional or enterprise research initiatives such as the Customer Relationship and Satisfaction Survey, Voice of the Customer / Distribution, Customer Community, User Experience Research and so forth. He/She will also serve as a functional expert and work with Distribution Channels, Customer Strategy and Segment and AIA Group to identify, plan research projects and liaise with reputable research agencies to deliver quality output while managing research budget of the respective entities under AIA Philippines, including BPI AIA.
The Customer Research and Insights Principal will oversee and serve as subject matter expert in the preparation and development of customer journey maps, act as custodian of these documents, and also lead in the enhancement of customer journey and transition maps alongside the Customer Experience Design team.
He/she will act as catalyst for transformation initiatives resulting from customer research results, ensuring that customer experience principles are integrated in all services and touch points by collaborating with Customer Champions Tribe, Sales, Marketing and Segments, Customer Touch Point Managers (Website, Call Center, Branch Offices, Social Media), Operations BUs, Legal and Compliance, or with Insurance or Bank Regulator when necessary. Provides insights for effective implementation or enhancement of Customer Value Management Programs, Retention or Loyalty Programs, and Digital Service Delivery initiatives.
Study and analyze customer interactions, provide insights and guidance on mapping the prescribed customer journey to deliver seamless experience that will translate into a holistic customer experience model for AIA Philippines, including BPI AIA.
Collaborate with stakeholders in developing best customer value proposition for retention and increasing customer value and likewise enhance company-wide capabilities based on defined customer journeys
Subject Matter Expert with oversight on customer journey mapping workshops, HCD / design thinking sessions, focus group discussions and other deep-dive consumer research.
Design and develop research plans to better understand customer behavior in collaboration with Group Office, Customer Champions Tribe, Marketing and Segment heads, Distribution Channels and BPI AIA Partners, Operations Business Units.
Oversee execution of enterprise research such as Customer Relationship Survey, NPS, CES, Real Time Customer Survey with Closed-Loop customer recovery management.
Monitor and ensure completion of action items from insights generated from enterprise and key customer research relative to Customer Experience Governance. As part of CX governance, have an oversight on initiatives and solutions that will address customer or distribution pain points, as identified in existing customer research.
Establish standard research request process and criteria for agency selection and optimize research budget to yield the most valuable customer insights to achieve business goals.
Perform analysis from available external data such as public data, market sizing, historical research, competitive scan from various media to generate valuable consumer insights.
Develop and maintain the Customer 360 Insights Group for crowd sourcing or voxpop research.