cx Research & insights managerAXA MANDIRI FINANCIAL SERVICES

Job Description
Job Purpose
Lead customer experience (CX) research and deep dive customer studies aimed to develop the current and ideal customer journey per Customer MOT per Business line.
Monitor, track and report customer metrics (NPS, CSAT and CES) across the company
Conduct CX competitive research and best business practices within the insurance industry, within AXA and within global services industries.
Help run VOC programs to understand existing & potential customers in terms of profile, preference and behavior
Run customer data analytics, customer surveys and focus groups, customer reports & automation
Build and run the company CX Dashboard on Customer Metrics and Performance
Manage, execute and analyze adhoc insightful reports for assigned business partners
Ensure the smooth flow and timely deployment of projects
Critical Accountabilities
Key Result Areas
Major Activities
Output
Challenges and Risks
Run monthly Local NPS for Health and GI alongside existing Life
Work with Agencies
Work with internal teams on in-depth studies
Analysis and reporting to meet research objectives
Set up ad-hoc studies based on business partner requirements
Facilitate strategic planning from NPS trending and analysis
Monthly, Quarterly and Annual NPS reports matched with other customer feedback sources with recommendations for insighting and action planning
Collaboration with relevant Internal Stakeholders
Run Market/Competitive scans for Life, Health, GI LOBs within the insurance industry, within Global AXA and within the service industry
Research work
Work with Agencies and other AXA entities in other countries
Analysis and reporting to meet research objectives
Reports for Insighting with Customer Council, ELT Divisions, departments and third part service providers
Collaboration with relevant Internal Stakeholders
CX workshops (LOBs: Life, Health CI, Health GHA, GI)
Gather ICF metrics with verbatim analysis and feedback as well as top customer feedback across sub-MOTs
Run Adhoc Customer Studies (surveys or FGDs) for sub-MOTs with no existing CX Metrics & data yet
Run Adhoc employees/distributor studies on sub-MOTs on current & ideal CX
Workshop inputs on mapping current CX and ideal CX experience
Collaboration with relevant Internal Stakeholders
CX Dashboard (NPS, CSAT, CES, Operational Data), Performance reports, trending, analysis & recommendation
Data extraction, coordinate with process owners
Reporting (includes analysis and recommendation)
Sifting data across company levels
Alignment research of Customer Metrics (NPS, CSAT, CES) to current Operational Data
Automation of CX Dashboards and Reports
Automated reports and CXT Dashboard
Technology solution on Report and Dashboard automation
Business partner for Operations, CSE/ OP Strategy teams and business partner support to other stakeholders e.g. IT, eCommerce, Inforce (as needed)
Engage with the assigned stakeholders to ensure research needs are addressed
Manage, execute and analyze assigned adhoc studies (from set up of surveys or facilitating FGD until report writing/ presentation)
Adhoc reports for assigned business partners
Collaboration with relevant Internal Stakeholders
Key Decisions/Dimensions
Decisions
Quantifiable Data Related to Job
Advise/Recommend to ELT, CXT Team, Customer council on recommendation from gathered customer insights
Present to relevant stakeholders on gathered insights and recommendation from assigned adhoc studies
Accuracy and On time release of requested reports
Achievement of Research objectives
Your Profile
Skills and Knowledge
At least 3+ years of analytics experience, background in customer intelligence/market research, experience with a research agency is a plus
Strong analytical skills and communication skills
With the growth mindset and up to date on the latest analytical techniques and customer experience research methodologies
Interpersonal, networking and influencing skills
Problem-solving and analytical skills
Proficiency in Microsoft Office and experience using Salesforce
Relevant Experience
Educational Qualifications
Intermediate knowledge on quantitative and qualitative research methodologies
Familiarity with online survey collection platforms, market intelligence tools
Working with multiple teams with varied research business requirements
Bachelor's degree in Business, Marketing, Communication Research and other relevant fields (Masters is a plus)
Personal Characteristics/Behaviors
Other Requirements
Problem-solver
Accountable, does not shy away from major problems and difficult resolutions
Sharp communicator
Empathetic
Maintains positive disposition
Comfortable in presenting reports to top management
Can work in an agile and cross-functional environment who can handle managing multiple projects simultaneously
Be creative and resourceful - think out of the box and constantly devise ways to improve the dissemination of information and insights
Must be a self-starter who can work with minimal supervision, but will not hesitate to consult if necessary
Proficient in MS Office applications
Good Communication Skills (oral and written)
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
Please visit for more information.