Operations Customer Insight, Consultant at AIA

Kowloon, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

31 Jan, 26

Salary

0.0

Posted On

02 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Insights, Data Analysis, Power BI, Excel, Statistical Methods, Communication Skills, Market Research, Customer Feedback, Digital Tools, Training, System Enhancements, UAT, Project Support, Insurance Industry Knowledge, Outbound Calling, Stakeholder Engagement

Industry

Insurance

Description

FIND YOUR 'BETTER' AT AIA We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you. About the Role To act as a key driver in collecting, analyzing, and presenting customer insights to enhance customer experience and support strategic decision-making. This role will also promote digital initiatives, engage with channel partners, and when necessary, conduct outbound follow-up calls to customers to gather feedback and close the loop on service improvements. Roles and Responsibilities: Customer Insights & Feedback Management (30%) Design and execute customer surveys, interviews, and focus groups. Conduct outbound follow-up calls to customers to gather qualitative feedback. Analyze feedback using tools like Power BI, Excel, and statistical methods. Translate insights into actionable recommendations. Presentation & Action Planning (25%) Prepare reports and dashboards for internal stakeholders and management. Facilitate governance meetings to ensure follow-up on insights and action items. Track and report on customer satisfaction metrics (e.g., CSAT, NPS). Channel Engagement & Digital Enablement (20%) Act as the central liaison between Operations and channel partners to promote the adoption of AIA’s digital tools and best practices Conduct online workshops and webinars to introduce and demonstrate the use of digital platforms and initiatives to agency partners Visit agency offices to provide hands-on training and support for newly launched or existing digital tools, ensuring agents are confident and capable in their usage. Organize and support large-scale engagement events or training sessions to drive awareness and usage of key digital initiatives Collect feedback from agents on their experience with digital tools and collaborate with internal teams to enhance usability and effectiveness System Enhancement & UAT (15%) Provide input on system enhancements based on customer and partner feedback Define test cases and participate in UAT to ensure quality delivery Ad-hoc Projects & Support (10%) Support ad-hoc analysis, market research, and management presentations. Stay updated on industry trends and competitor benchmarks. Job Requirements: Bachelor's degree in a relevant field (e.g. marketing, business, statistics, or a social science) 3+ years of experience in customer insights, market research, or data analytics role Strong analytical and communication skills Experience in customer-facing roles or outbound calling is a plus. Proficiency in MS office, Power BI and data analysis tools Insurance industry experience preferred, and operations is an added advantage Proficient in both written and spoken English Others: You are preferred to obtain the license of Insurance Authority (IA) (Paper 1, 2, 3 and 5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4) You are required to acquire the relevant license(s) if your job involves regulated activities Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. 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

Responsibilities

The consultant will collect, analyze, and present customer insights to enhance customer experience and support strategic decision-making. They will also engage with channel partners and conduct follow-up calls to gather feedback for service improvements.