Customer Experience Programme Analyst (12-month fixed term) at AIA Group Ltd

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Analysis, Voice Of Customer, Voice Of Intermediary, Data Analysis, Storytelling, Stakeholder Management, Problem Solving, CX Frameworks, Reporting, Customer-Centric Thinking

Industry

Insurance

Description

Your Role with Us | Tō Tūranga ki a Mātou As a Customer Experience Programme Analyst (12 months fixed term contract) in our Customer team, you’ll play a key role in bringing our Customer Experience (CX) Framework to life. You’ll help deliver Voice of Customer and Voice of Intermediary programmes, turning feedback into meaningful insights that shape better experiences for our customers and partners. Working closely with stakeholders across the business, you’ll embed customer-first thinking, influence decision-making, and identify opportunities for improvement. This is an exciting opportunity to grow your analytical and storytelling capability while making a real impact on how we design and deliver exceptional customer experiences. Your Impact | Tō Pānga Deliver Voice of Customer and Intermediary programmes that capture meaningful insights and strengthen understanding of customer and adviser experiences. Analyse feedback and uncover opportunities to improve key moments across the customer and adviser journey. Create compelling insights and reporting that enable informed decisions and drive continuous improvement. Maintain and evolve CX frameworks to ensure they remain relevant, effective, and aligned with business needs. Champion customer-centric thinking by partnering with stakeholders to embed CX principles across the organisation. Your Capabilities | Ō Āheinga You have experience in customer experience, insights, or service roles, ideally with exposure to Voice of Customer programmes or similar initiatives. You bring strong analytical and problem-solving skills, with the ability to turn data into actionable insights and recommendations. You communicate clearly and tell engaging stories, translating complex information into meaningful messages for diverse audiences. You build strong relationships and collaborate effectively, supporting alignment and shared success across teams. You take a customer-focused approach, balancing business needs with a deep understanding of customer perspectives. You may also have experience with CX platforms (e.g. Medallia) or market research, enhancing your ability to deliver impactful insights. At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands-on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve. We welcome and value people from all walks of life. Whatever your background, identity, or lived experience, we believe your unique perspective can help us achieve our purpose. If you’re excited about this role but don’t meet every requirement, we encourage you to apply. 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. At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about 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 Hong Kong Stock Exchange, 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. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA

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Responsibilities

Deliver Voice of Customer and Intermediary programmes to turn feedback into actionable insights. Maintain CX frameworks and partner with stakeholders to embed customer-centric thinking across the organization.