Customer Experience Designer 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.

About the Role

This position is responsible for shaping the future of AIA Philippines experiences by embedding Human-Centered Design into everything we do. They will work with business unit to reimagine customer and distributor journeys, translate customer and distributor insights into solutions. They will ensure key initiatives are compliant with our Desired Customer Experience Framework. Beyond design, they'll play a vital role in listening to the customer and distributor voice, and working with Customer Experience partners to turn these into concrete actions.

This position is accountable for the delivery of the following roles and responsibilities:

Human-Centered Design

• Using human centered design principles, enable various stakeholders within the business to deliver customer-first journeys by providing customer experience and customer journey design for key business initiatives and customer touchpoints.
• Partner with tribes and project teams to inform end user interface designs, operating principles and process designs, such that customer expectations and experience are used as a starting point during the development of new platforms, systems, processes, services and products.
• Lead customer journey mapping and design exercises where required by various business stakeholders.
• Internally promote HCD ways of working to build an AIA Philippines HCD Community of Practice.

Customer Listening & Action Planning

• Work with the Insights Team to process learnings from various surveys and studies to determine actionable outcomes. Lead ideation and co-creation workshops to explore and generate solutions coming from customer and/or distributor research.
• Develop prototypes and service blueprints that can be tested back to customers, distributors or other end-users.

Customer Experience Governance

• Own and update customer journey maps across the customer and distributor life stages. Ensuring that they remain current, accurate, and actionable.
• Embed journey maps into business planning and project development, so they guide decision-making.
• Work with Customer Experience and Strategy Officers to ensure action items are implemented within timelines and in accordance with their respective journeys.

Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Minimum Job Requirements:

• Bachelor's degree in Design, Service Design, UX, HCD, or related discipline.
• At least 3 years of experience in service design, experience design, UX, or innovation (experience in insurance/healthcare a plus).
• Strong skills in journey mapping, blueprinting, prototyping, or wireframing. Familiarity with journey mapping / visualization tools (Miro, Figma, etc) is preferred.
• Familiarity with customer research methods and ability to translate findings into design concepts.
• Excellent facilitation, storytelling, and collaboration skills.
• Creative mindset with ability to balance innovation with business feasibility.