# Digital Implementation and Communications, Specialist

**Company**: AIA Vietnam
**Location**: Ho Chi Minh City, VN
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Finance

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Ho-Chi-Minh-City-VN-AIA-Vietnam/Digital-Implementation-and-Communications--Specialist_JR-69429?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1f9ca565-1cb

## Description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

This role supports digital transformation initiatives by driving effective implementation, user adoption, communications, and vendor coordination.

**Responsibilities:**

- Digital Implementation & Change Adoption (60%):

- 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.

- Communications & Engagement (20%):

- 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.

- Customer Experience & RCS (10%):

- 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.

- Vendor & Budget Management (5%):

- 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.

- Others (5%):

- Perform other duties assigned by the Line Manager.

**Requirements:**

- Bachelor’s degree in Business administration, Economics, Management or related field.

- 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.

## Skills

### Required
- digital implementation
- change management
- communication
- vendor management
- budget management
- customer experience
- problem-solving
- data analysis
- English

### Nice to have
- design

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Ho-Chi-Minh-City-VN-AIA-Vietnam/Digital-Implementation-and-Communications--Specialist_JR-69429?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)