head of Customer experience designAIA 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 Head of Customer Experience Design leads a team of designers and is responsible in leading CX improvement initiatives with an end objective of delighting the customer using human-centered, design thinking methodologies --- focusing on holistic, omni-channel experience design from ideation to execution, in collaboration with product or business owners and distribution.
The CX Design Head is responsible in driving design sprints, creating internal project or cross-functional teams as necessary to address customer and distribution pain points identified from CX or UX research and improve every stage of the end-to-end customer lifecycle (Learn-Buy-Service-Claims).
He/She also ensures that the prescribed CX is adhered to through regular CX checks and works closely as well with Operational Risk and Compliance in safeguarding customer interests relative to regulatory or business standards. In support of Operations, the CX Design Head provides guidance in the translation of service design to SLAs and process maps working with respective process owners. Manages changes through communications and training of frontline service delivery providers.
The CX Design Head advocates for the customer, spearheads strategy formulation, sprint design and facilitation, journey and concept design, qualitative research, in collaboration with CX Research and Insights and partnering with key stakeholders on customer-centric decision-making and implementation.
He/she serves as PH Point-of-Contact (POC) of AIA Group Office HCD and CX teams, aligning on strategies and governance across AIA PH, BPI AIA including distribution and partners.
Customer-obsessed, advocates for the customer at all times and is able to build empathy for relevant stakeholders and key decision makers through CX immersion activities (e.g. call listening, CX labs, complaints review, etc)
Drives the CX Design team in executing visual information, interaction, and service design elements (i.e. consumer journeys, personas, storyboards, prototypes, wireframes, infographics, artifacts and the like) that addresses pain points and meets customer, distribution, business needs.
Creates holistic, omni-channel customer and service delivery ecosystem designs, transforming tasks into intuitive, accessible and easy-to-use designs for the first-time user to the expert.
Mobilizes the design team in an agile fashion and promotes creative use of technology and alternative approaches.
Partners on consumer studies, establishing research methods and strategies with the Customer Research and Insights POCs.
Mentor teams and partners on human-centered design techniques to improve every-day processes and delivery of service.
Strong in storytelling and concept selling to share discoveries and influence decision makers and partners on the right idea or initiative. Able to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding.