À propos de ce poste （高级）经理，客户交互体验 chez AIA
FIND YOUR 'BETTER' 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.
We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we’d love to hear from you.
About the Role
立足“以客户为中心”理念，负责从客户体验诊断到解决方案落地的全周期管理，驱动体验优化项目高效执行，提升客户满意度，保障客户权益。Roles and Responsibilities:
- 围绕客户体验提升方向，建立并监控与客户体验直接相关的运营指标，形成体验提升的闭环管理机制；
- 管理并优化运营关键业务的触点体验，运用可用性测试、数据分析等方法，理解客户使用习惯、情感及体验需求，确保优化成果的有效落地；
- 结合调研、访谈等方式，识别痛点，定位运营流程中的断点、堵点，输出洞察与诊断建议，驱动前端业务规则、系统功能及服务话术的迭代，推动运营、服务及体验环节的持续改进与优化闭环；
- 以“客户视角”对运营相关设计开展审查，并对材料的精简，流程的简化等提出优化建议；
- 开展客户体验专项培训，推动员工的认知深化与行为转化；
- 主管交办的其他任务
Minimum Job Requirements:
- 本科及以上学历，保险学、金融学、市场营销、管理学等相关专业优先
- 10年以上工作经验，具备5年以上金融或互联网企业交互设计或客户体验相关工作经验，有客户体验管理体系搭建和体验提升项目经验优先考虑
- 掌握定性、定量等体验管理方法论，推动可落地的体验优化方案
- 具备出色的项目推动能力、内/外部沟通协作能力和资源整合能力
- 善于创新思考、追求极致，具有从0到1构建客户体验管理体系的开拓精神
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
