Customer Experience Strategist

7 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China AIA Full time
About AIA and the Role

AIA Blue Cross (Asia-Pacific) Company Limited is a leading insurance provider seeking a skilled Customer Experience Strategist to drive digital engagement, manage customer feedback, and optimize the customer journey.

As a Manager, Customer Experience & Service Design, you will play a crucial role in crafting compelling visual designs that align with the company's brand identity and business objectives.

Key Responsibilities
  • Collaborate with the Digital Product Owner to develop tangible business solutions that align with the platform strategy, roadmap, and predefined KPIs.
  • Craft user-friendly digital experiences that align with the brand identity and business objectives by working closely with cross-functional teams and vendors.
  • Conduct user research to gain insights into customer needs, preferences, and behaviors using wireframing, prototyping, and user testing.
  • Conduct market research and customer surveys to gather insights for customer engagement optimization and incorporate customer feedback into design iterations.
  • Develop customer-centric design concepts through design workshops and ideation.
  • Enhance services by conducting service blueprinting and analyzing data to derive actionable insights for journey excellence.
  • Work with data analytics to improve application features and prepare management presentations.
  • Establish standards and guidelines for visual information management within the organization.
  • Develop images, impressions, mood boards, and presentation materials for internal and external communications.
  • Maintain awareness of emerging industry developments and trends on digital services to inform future product development strategies.
  • Lead and manage a team of designers/external resources to translate design concepts into wireframes, prototypes, and user interfaces.
Requirements and Qualifications
  • Minimum 10 years of experience in UI/UX design, Interaction Design, or equivalent experience.
  • Degree in Interactive/Multimedia/Visual Design or related disciplines.
  • Proficiency in design tools such as Adobe Creative Suite, Figma, or Sketch.
  • Experience working in agile/scrum environments.
  • Able to work collaboratively and handle conflict effectively.
  • Excellent communication and interpersonal skills with proficiency in Cantonese, English, and Mandarin.
  • Strong understanding of usability principles, information architecture, and interaction design.
About You

We are looking for a highly motivated and experienced individual who can lead our customer experience team. If you have a passion for delivering exceptional customer experiences and driving business growth through innovative design solutions, we encourage you to apply.

This is an excellent opportunity to join a leading insurance provider and contribute to shaping the future of customer experience.



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