Digital Implementation and Communications, Specialist

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

• Support implementation of customer-facing digital platforms and AI-enabled solutions, including AIA+, OneCX, Customer Chatbot and other assigned initiatives.
• Coordinate business requirements and user stories under the direction of the Business Owner, ensuring requirements are complete, traceable and ready for Technology assessment.
• Support solution and UI/UX reviews, test-case preparation, UAT execution, defect follow-up, release readiness and post-production validation.
• Maintain implementation trackers covering milestones, dependencies, issues, decisions and outstanding actions.
• Coordinate with Technology and business users to resolve implementation issues and ensure timely escalation of risks or delays.
• Support project-specific change-management activities, including impact assessment, readiness, communication, training and adoption follow-up.
• Prepare user guidance, FAQs, testing materials and basic training content.
• Consolidate user feedback and recommend practical improvements to platform usability and customer experience.

• Plan and execute BAU customer, Distribution and internal communications relating to operational plans, process changes and customer-servicing activities.
• Deliver clear and consistent messaging through AIA+, email, ZNS/SMS, Zalo OA, website and other approved channels.
• Review communication content and coordinate the end-to-end registration, approval, testing and release process.
• Coordinate ad-hoc Operations memos, operational-plan communications, customer notices and Distribution updates.
• Maintain communication channels such as the AIAOne Content Hub and support ongoing publication activities.
• Work with Legal, Compliance, Marketing, Product, Operations and Distribution to ensure communication content is accurate, consistent and appropriately approved.
• Support CO engagement, Townhall and communication activities where required.

• Support BAU management and enhancement of the Real-time Customer Survey platform, including issue logging, UAT and post-fix validation.
• Coordinate customer-feedback data sharing and related reporting with local and Group stakeholders.
• Support Voice of Customer reporting and the consolidation of key themes, pain points and improvement actions.
• Review customer-facing materials and operational journeys to identify customer-experience improvement opportunities.
• Coordinate agreed CX initiatives and follow up with relevant business owners on implementation progress.

• Coordinate vendors supporting digital platforms, communications, CX and assigned Customer Office activities.
• Track vendor deliverables, timelines, service requirements and outstanding actions.
• Complete required vendor and third-party processes, including contracts, purchase requests, invoices, TPM, TPSA and DPIA.
• Coordinate budget confirmation, reconciliation and payment processing for assigned services, including ZNS and other communication channels.
• Maintain complete documentation and ensure vendor and payment activities comply with internal governance requirements.
• Escalate delivery, budget, compliance or payment risks in a timely manner.

Perform other duties assigned by the Line Manager

• Education: Bachelor’s degree in Business administration, Economics, Management or related field.
• Experience: Minimum 3-5 years of experience in Customer communication, customer experience, or Change management. Experience with customer-facing digital platform and system rollout is a plus.
• ​Proven ability to work across functions and drive initiative execution
• Excellent communication and interpersonal skills.
• Proactive in training or supporting change management initiatives
• Strong problem-solving and data-driven mindset
• Excellent English verbal & written level
• Design skill is a plus.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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