Customer Communications Principal

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
So if you believe in inspiring a better future, read on.
WE ARE LOOKING FOR .....The Customer Communications Principal is responsible for developing and/or improving all communications (email, SMS, printed, etc.) directed to new and existing customers including but not limited to service or transactional forms, policy-triggered communication or company news and advisories, customer experience program promotions released through various communication platforms.

He/she is also in charge of promoting all platforms of communication to existing customers, primarily digital such as the Customer Portal, Chatbots, or traditional channels when necessary such as customer service centers, call center, as well as influencing or activating customers towards digital first Customer Experience

He/she will ensure that all communications and customer activation processes are aligned with distribution, segment or bank partner approach, Ease-Of-Doing-Business (EODB) and simple language integral to the desired customer experience (DCE) model of the company.

The Customer Communications Principal also handles and oversees the implementation of various CX change management strategy relative to new service offers to customers.. Working with their respective counterparts within AIA, BPI AIA and partners, when needed.

He/she also develops various external communication plans covering public relations, media relations and advertising as necessary to nurture and reach existing customers.
1. Manage AIA Ph's communications for existing customers vis--vis relevant stakeholders and ensure that the brand is consistently executed across all touch points for customers and employees. Visual identity is implemented across all touch points and sales channels.
2. Oversee the development of nurturing and operations/transactional-related customer communications across applicable media, with approach aligned and customized to the distribution channel.
3. Develop and execute integrated marketing communications plans to promote and support the company's initiatives for existing customer campaigns or service offers.
4. Lead and manage operational communications including media relations and crisis communications to address applicable reputational risks and ensure consistent positive brand image to its customers, employees and public.
5. Collaborates with Marketing counterparts and Distribution stakeholders on the development of various customer communications throughout the desired LBAC journey.
6. Ensures that brand components and guidelines are observed in all customer communication materials and align with relevant stakeholders on improvement opportunities or customization of customer communications and activations programs.
7. Manages an inventory of all customer communication and its details (such as previous and current versions of the copy and their corresponding release schedules) to ensure that there will be no replication of correspondences, avoiding communications fatigue from the company.
8. Ensures that corresponding activation or communication reports and escalations (for any issues or risks encountered) are generated and reported to Management, as deemed necessary.
9. Develop creative and business writing requirements as needed
Other Roles
Effectively manage the CX Comms budget allocation.
Work with the distribution channel stakeholders, partners and external parties as required.