Digital Customer Engagement Principal

Roles and Responsibilities:

AIA+ Strategic Leadership & Product Vision

• Define and own the multi-year strategic roadmap for AIA+, ensuring alignment with corporate objectives, customer needs, and emerging technologies.
• Lead the transition and change management from legacy systems to new digital platforms. Define the sequence and timing of the transition that ensures minimal disruption and maximum value delivery to both customers and the business.
• Prioritize features and enhancements using data-driven insights and feedback from users and stakeholders and provide direction to the delivery team within the Digital Customer Tribe.
• Serve as the primary product evangelist, influencing senior stakeholders and driving consensus across business units in support of the AIA+ Philippines roadmap.

AIA Vitality Platform Development & Optimization

• Define and own a roadmap for AIA Vitality Philippines platform transformation and enhancement, in partnership with the local Vitality program lead and Group Propositions / Vitality.
• Prioritize features and enhancements using data-driven insights and taking into account business objectives, and provide direction to the delivery teams within Amplify Health, Group Vitality and AIA PH IT.
• Serve as the primary product evangelist, influencing senior stakeholders and driving consensus across business units in support of investments into the AIA Vitality platform.

Product Development & Optimization

• Oversee the end-to-end product lifecycle, from ideation to deployment, in partnership with the Digital Customer Tribe (for AIA+), Group Vitality / Amplify Health / local IT (for Vitality) and governance teams.
• Ensure the platforms remain secure, scalable, and compliant with regulatory standards while delivering best-in-class user experiences.
• Guide UX/UI teams to create an intuitive and visually appealing customer experience, without much deviation from the base design. He/she must strive to maintain design integrity and elevate customer satisfaction

Customer Engagement & Change Management

• Develop and execute engagement strategies to increase adoption, usage frequency, and feature utilization.
• Lead change management efforts to support the migration from offline channels to digital self-service, fostering a culture of digital-first engagement.
• Define and monitor KPIs such as registration growth, active user rates, and channel migration metrics to inform continuous improvement.

Customer-Centric Innovation

• Collaborate with the Customer Insights team to translate user feedback and market trends into actionable product enhancements.
• Benchmark against industry leaders and peers in other BUs to ensure AIA+ and AIA Vitality remain competitive and forward-thinking.

Minimum Job Requirements:

• Bachelor’s Degree in any Communications, Business, Marketing, UX Design courses or in any IT-related program
• At least 5 years’ experience in digital product management, preferably in insurance, banking, fintech, or a customer facing environment
• Proven track record in launching and scaling web or mobile customer portals or apps
• Deep understanding of Agile methodologies, product lifecycle, and digital user experience best practices.
• Strong Verbal and Written Communication Skills (writing, proofreading, layout and design; and able to present concepts)
• Strong organizational and planning skills with keen eye for detail and time management
• Excellent leadership and stakeholder management skills
• Self-motivated, collaborative, and can work under minimal supervision
• Strong negotiation skills
• Basic knowledge in Adobe Photoshop or Illustrator, MS Powerpoint or Keynote
• Working knowledge of CMS framework, familiarity with Adobe Experience Manager is an added advantage