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Customer Portfolio Management (Senior Manager / AVP)

Customer Portfolio Management (Senior Manager / AVP)

AIA IndonesiaDaerah Khusus Ibukota Jakarta, Jawa, Indonesia
13 days ago
Job description

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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

We are seeking a strategic and customer-focused leader to drive AIA’s customer-centric transformation agenda . This role will oversee key customer initiatives across Marketing, Product, Operations, Distribution channels (Agency & Bancassurance), IT (CRM), and Investments, ensuring alignment with business objectives and consistent delivery of customer value (boosting customer retention, repurchase and referral or 3R). The ideal candidate possesses deep expertise in customer strategy, stakeholder management, transformation management across cross-functional stakeholders.

  • Define overall org-wide Customer First strategy, direction and implementation, aligned with business objectives.
  • Translate strategic priorities into measurable targets and actionable roadmaps.
  • Lead customer insight generation through reporting and act as the center of truth for customer insights and guide decision making.
  • Define metrics and ensure targets are set including customer satisfaction metrics (e.g., NPS, CSAT) and distribution & operational metrics (e.g., service KPI, queuing time, repurchase rate, conversion rate).

Implementation & Performance Management

  • Lead the execution and implementation of Customer First transformation and initiatives, including pilot programs and go-to-market activities.
  • Monitor and report customer performance transparently across the organization, customer journey and Customer First initiatives.
  • Partner with analytics to track Customer First metrics, report performance across functions , and analyze sub-journeys using data and feedback.
  • Recommend enhancements, pivots, or scale-up strategies based on data-driven learnings.
  • Manage customer portfolio, identify potential area to drive experience enhancement, drive 3R purposes (retention, repurchase, referral), work with different functions e.g., MKT team to drive campaigns and initiatives.

    • Stakeholder Engagement & Leadership

  • Align stakeholders, prioritize initiatives & set Customer First targets at overall and sub-journey levels.
  • Influence and align cross-functional teams around customer strategy goals.
  • Surface actionable insights on customer needs, behaviors, and pain points to leadership and other functions.

    • Qualifications & Requirements

  • Bachelor’s degree in Business, Marketing, Finance, or related field; MBA or postgraduate degree preferred.
  • 6–12 years of experience in customer strategy, insights, or transformation roles.
  • Proven track record leading customer-centric projects across multiple functions.
  • Experience in insurance, banking, or financial services is highly preferred.
  • Background in top-tier consulting firms or customer research firms is a strong advantage.
  • Strong strategic thinking, problem-solving, and analytical skills.
  • Excellent stakeholder management and communication skills, including slide development and storytelling.
  • Fluent in English and Bahasa Indonesia.
  • Passionate about customer centricity and driving meaningful change.

    • 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.

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    Portfolio Management • Daerah Khusus Ibukota Jakarta, Jawa, Indonesia