AIA Malaysia is on the hunt for a head of customer strategy and marketing to develop the customer's strategy and drive initiatives to offer distinctive, personalised and meaningful experiences to its customers. According to the job description on LinkedIn, the ultimate goal of the role is to make AIA "a clear leader in customer experience". The company added that the role will "reorient [its] business" around customer journeys, leveraging on technology, digital and analytics to deliver better outcomes and drive growth.
More specifically, the individual will be responsible for developing and implementing a transformational customer experience strategy, driving quality interactions and continuous engagements with customers that are personalised and relevant, as well as delivering the businses goals of customer acquisition. Additionally, the appointed individual is also expected to transform the experience of its customers across the learn, buy, service and claim journey (LBSC), and collaborate across functions to reorient the organisation, distributors and business processes around customers LBSC journey.
The appointed individual will report to CMO Heng Zee Wang and is expected to have 10 or more years of relevant experience in a sales or marketing-related capacity, ideally in a high growth business environment. Strong insurance industry background is also an advantage.
Separately in July this year, the brand named Nicol David its ambassador, who plays an active role in promoting its efforts in empowering Malaysians to improve their health and well-being. The former national squash player also champions AIA Vitality, the insurer's unique behavioural change programme that puts consumers in control of their health, life and well-being. Both parties are currently working together to encourage and motivate AIA Vitality members and Malaysians to make positive, healthy choices everyday.
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