12 Months Customer Experience Specialist

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.

You will play a vital role in reviewing and refining existing customer communications to identify opportunities for enhancement. You’ll craft clear, engaging, and customer centric copy across key engagement touchpoints to strengthen trust, improve customer journeys, and ensure every interaction is easy to understand.

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, transformation, communications, or related fields. Basic understanding of the insurance will be a plus