Customer Insights And Experience Manager

1 week ago

Melbourne, Victoria, Australia Aia Full time

BE THE DIFFERENCE

At AIA we don't simply believe in being 'the best'. We believe in better - because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity

To do this successfully you will:

- Be responsible for running enterprise customer research programs, including bespoke research projects and customer relationship surveys
- Translate customer insights to inform key business decisions including product design / development, effective communications as well as service and experience optimisation
- Champion innovative ways to share findings across the organisation and provide actionable insights and recommendations to all relevant business units
- Embed segmentation insights across the business to allow the enterprise to develop relevant and meaningful propositions
- Excellent communication skills with the ability to synthesise information and deliver it using non-technical terminology, able to be understood by all stakeholders
- Experience with InMoment (formerly Maritz CX) platform or similar preferred - training can be provided
- Significant experience working with a range of stakeholders to manage the primary research process on an end-to-end basis, including research pieces such as segmentation, customer satisfaction driver modelling, communications pre-testing, concept testing and tracking (brand and advertising)
- Initiative in optimising current programs and a proven track record for initiating change that has delivered customer growth opportunities

Why choose AIA:
At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone's life every day
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangements

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality - the world's leading science-backed wellbeing program - we've started a movement to make Australia the healthiest, best protected nation in the world.

As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group with a presence in 18 markets in Asia-Pacific - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people's lives.

AIA is different. Are you?

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