Client Value Management, Principal

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

This role requires strong execution and problem‑solving capabilities to translate customer insights into actionable retention and client experience initiatives, drive experience‑led and digital transformation efforts, and enhance cross‑functional stakeholder engagement. The incumbent will work closely with the Head of Corporate Client Service and key stakeholders to ensure alignment of client experience initiatives across functions and support broader business objectives.
Drive and deliver customer retention and client experience initiatives for the Employee Benefits (EB) and pension portfolios within Corporate Client Service. The role focuses on shaping retention strategies, designing client experience initiatives, and enabling effective execution across relevant teams, with the objective of strengthening client loyalty and long-term retention while supporting overall business priorities.

Responsibilities:

• Act as an ambassador for the team, fostering cross-functional collaboration, ensuring strategic alignment across business units, and strengthening the team’s presence within AIA
• Develop and drive customer retention and client experience initiatives for EB and pension clients, aligned with Corporate Client Service priorities and business objectives.
• Identify key retention opportunities and attrition drivers across the client lifecycle, and translate insights into structured, actionable initiatives.
• Design and establish retention programs, frameworks, and playbooks to support consistent and effective execution by the Customer Retention team and relevant stakeholders.
• Review key client journeys and propose experience enhancements across people, process, and systems in collaboration with internal stakeholders.
• Partner with Digital, IT, Operations, Marketing, and other functions to support experience‑led and digital initiatives aligned with retention objectives.
• Coordinate cross‑functional inputs to ensure timely delivery, effective implementation, and alignment of agreed initiatives.
• Define success metrics and tracking mechanisms to monitor the effectiveness of retention and client experience initiatives.
• Prepare management updates, recommendations, and presentation materials for senior stakeholders.
• Support ad‑hoc projects and initiatives related to customer retention and client servicing experience as required.
• Improvement in customer retention and persistency for EB and pension portfolios

Requirements:

• University graduate, preferably in business, customer experience, marketing, digital, or related disciplines
• 12+ years of solid experience, including at least 5 years of managerial experience with a focus on business strategy, customer retention, and/or transformation initiatives in financial services
• Consulting background with experience in transformation projects preferred, particularly within the insurance industry
• Strong business knowledge in the insurance industry, with knowledge in the corporate servicing and pension business as an added advantage
• Proven ability to engage and influence senior stakeholders, including C-level executives, through strong relationship management, communication and strategic advisory skills
• Proven ability to identify innovation opportunities, define and deliver innovative solutions
• Strong problem-solving and decision-making abilities
• Experience in driving projects by providing a clear project framework, clarity on content and deliverables, and effective stakeholder engagement
• Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset
• Open-minded, with the ability to consider different stakeholder views and make customer-centric decisions that create win-win solutions for all involved

Others:

• You are required to obtain relevant license if your job involves in regulated activities

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.