Customer Experience Analyst

at  AIA

BELIEVE IN BETTER

Do you believe in leading the way to a better, healthier, more sustainable future?
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s finding new ways to not only better people’s lives, but to better the communities and environments we live in. As the largest listed company on the HKSE, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live. Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.
If you sound like that leader, read on.
The opportunity:
In this role you will analyse feedback and data, providing analysis to inform and support AIA NZ’s Customer Experience vision and strategic goals.
Deep dive into key areas of the customer journey to support the business in continuous improvement, addressing pain points and maximising moments that matter!

Key responsibilities include:

• Reviewing and analysing customer and adviser feedback from available sources to identify insights, trends and relationships in data
• Performing deep dives into customer experiences throughout the business
• Engaging stakeholders across all levels to understand business activity and drivers related to insights from customer and adviser feedback
• Preparing and delivering regularly required reporting within agreed business reporting cycles
• Supporting business units with insights on focus areas that will support improvements to the customer and adviser experience.

Ideally, you’ll bring:

• Strong data analytics skills and storytelling using data
• Intermediate MS Excel skills (required)
• An understanding of reporting tools and systems (Medallia, Salesforce, Tableau, SQL, data analytics toolset)
• 2-3 years’ experience with data analysis (preferred)
• 2 years’ experience business report writing with management commentary ability (preferred).

Why choose AIA?

At AIA, we believe in empowering every one of our people to find their ‘better’. We do this by offering:

• Opportunities to grow within the business through internal mobility
• Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge
• Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving. AIA Vitality partners include Airpoints™, Woolworths, MoleMap, endota, Les Mills, Samsung, Garmin and many more!
• A supportive and inclusive workplace
• Flexible working arrangements.

If you believe you can help guide us towards a better tomorrow, apply now!
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments that you require.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Job ad expires Tuesday 20th of August, close of business.
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
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

• Reviewing and analysing customer and adviser feedback from available sources to identify insights, trends and relationships in data
• Performing deep dives into customer experiences throughout the business
• Engaging stakeholders across all levels to understand business activity and drivers related to insights from customer and adviser feedback
• Preparing and delivering regularly required reporting within agreed business reporting cycles
• Supporting business units with insights on focus areas that will support improvements to the customer and adviser experience