Role: Individual Contributor
Location:
Ho Chi Minh CityFunction: Marketing and Propositions Office I Department: Proposition Strategy
Reports to: Head of Proposition Strategy
The Opportunity:
We are looking for Customer Insights & Journey Research, Senior Lead who
- Develops customer-centric initiatives that align with customer-centric Healthier, Longer, Better Lives anchor, and feedback to impact measures of initiative implementation
- Supports Proposition leads to develop compelling proposition, leveraging Group proprietary framework, as well as to enhance end-to-end customer experience
- Is accountable for customer research & surveys (across daily life and transactional journeys, their needs, goals, and preferences) and also across deep-diving sentiment analytics.
- Is able to run design thinking collision sessions, and provide actionable insights about customer' preference, expectation, attitude and behaviors toward insurance propositions
Roles and Responsibilities:
Research and Analysis
- Manage customer research (outsourcing) to support new proposition validation. Appx. 3-4 studies annually
- Recommend & facilitate Customer journey design thinking, sprints & pain points, approach/ methodology to support Proposition leads
- Support the related stakeholders to embed the customer research/analytic insights (insurance needs, customer journeys, pain points) in business decision process
- Oversee Social listening on monthly basis
- Do Customer analytics (profiling, cluster, correlation) that are relevant to improvement of the business decisions
- Conduct Ad-hoc research to support and enrich insights inputs for Customer insight led strategy, segmentation application Manager (between market offerings vs what customers are desiring)
Staff Development
- Support in developing research & analytic competences of the team
- Collaborate to key stakeholders to promote customer centricity mindsets in AIA
Managing Stakeholder
- Manage day-to-day relationships with our stakeholders and departments to maintain expectations around business, propositions and marketing objectives.
Job Requirements:
- Leadership Essentials: Forward-thinking Entrepreneur, Determined Business Driver and Curious Learner
- Experience: At least 5 years of experience in senior position of customer analytics with practical experience in customer research and customer analytics (profiling, decile, correlation)
- Have knowledge about business operation of insurance or financial services are preferred
- Strong
project management skills
- Understanding on the usage of key analytics platforms (SAS, R, Qlikview or Tableau), Database (Access, SQL)
- Strong influencing and collaboration skills
- Excellent command of English and Vietnamese, both written and oral.
- Education: A bachelor degree preferable in Business
Administration or Econometrics Application
- Sharp strategic thinking and strong innovative thinking
- Have knowledge about advanced statistical analytics (cluster, decision tree, propensity modelling)
- Strong presentation skills with the ability to influence key stakeholders at all levels of the organization
- Experience in market/customer research (qualitative focus group and quantitative survey)
- Strong problem solving and data-driven decision-making skills
