Senior Digital Customer Experience Specialist

AIA Việt Nam is seeking a highly motivated and experienced Senior Digital Customer Experience Specialist to join our dynamic team. In this pivotal role, you will be instrumental in shaping and enhancing the digital journey for our customers, ensuring a seamless, intuitive, and engaging experience across all online touchpoints. You will leverage your expertise in digital CX strategies, data analysis, and user-centric design to identify opportunities for improvement, drive innovation, and contribute directly to our mission of helping people live healthier, longer, better lives.

This role requires a blend of strategic thinking, hands-on execution, and strong collaboration skills to work effectively with product, marketing, IT, and operations teams. If you are passionate about creating exceptional digital experiences and thrive in a fast-paced, customer-focused environment, we encourage you to apply.

Key Responsibilities

• Lead the analysis, design, and optimization of digital customer journeys across various platforms (web, mobile app, social media, etc.).
• Identify pain points and opportunities for improvement in the digital customer experience through data analysis, user feedback, and market research.
• Collaborate with product owners, UX/UI designers, and development teams to translate customer insights into actionable digital solutions and features.
• Develop and implement A/B tests and other experimentation strategies to continuously optimize digital touchpoints and improve conversion rates.
• Monitor key performance indicators (KPIs) related to digital CX, prepare regular reports, and provide strategic recommendations to leadership.
• Stay abreast of industry trends, emerging technologies, and best practices in digital customer experience and apply them to AIA Việt Nam's strategies.
• Champion a customer-centric culture within the organization, advocating for the user in all digital initiatives.
• Manage and prioritize multiple projects simultaneously, ensuring timely delivery and high-quality outcomes.

• Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in digital customer experience, UX/UI, digital product management, or a similar role, preferably within the financial services or insurance industry.
• Proven track record of successfully designing and implementing digital customer journey improvements that led to measurable business impact.
• Strong understanding of UX/UI principles, design thinking methodologies, and digital analytics tools (e.g., Google Analytics, Adobe Analytics).
• Experience with CRM systems and customer feedback platforms.
• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Proactive, self-motivated, and able to work independently as well as collaboratively in a team environment.
• Proficiency in English (both written and spoken) is required.

• Competitive salary package commensurate with experience and qualifications.
• Comprehensive health insurance and other attractive benefits.
• Opportunities for professional development, training, and career advancement within a leading global insurance company.
• Dynamic, innovative, and supportive work environment.
• Annual leave, public holidays, and other statutory benefits.
• Employee wellness programs and initiatives.
• Access to cutting-edge tools and technologies to drive digital transformation.