Digital Implementation and Communications, Specialist

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.