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

Analyzes customer data and research to identify trends, key indicators, patterns and insights to improve customer journey. Consolidating information of surveys, analyze qualitative data, trends into actionable items, reports and presentations; provides recommendations on ways to improve customer satisfaction levels

Responsibilities:

Customer journeys planning and implementation

• Collaborate with other stakeholders in the planning, implementation, and evaluation of surveys
• Conduct surveys and collect data, using methods such as interviews, questionnaires, focus group, market analysis surveys, etc.
• Determine and specify details of survey projects, including sources of information, procedures to be used, and the design of survey questions and materials
• Lead the survey implementation and adjust survey strategy
• Oversee and evaluate survey progress and performance, prepare reports and KPI and response rate calculations
• Support, plan and coordinate operations for multiple surveys

Result Analysis and Strategy Development

• Interpret data and make recommendations from surveys, operation issues, internal and external sources to triangulate insights
• Prepare and present summaries and analyses of survey data, formulate meaningful reports including tables, graphs, fact sheets and PowerPoint for presentations to describe survey techniques and results
• Work closely with business units and agents to help follow up on survey feedback or complaints
• Translate data and customer pain points into relevant actions for improvement

Presentation on customer insights and follow up on action items

• Present the survey insights and improvement areas to Management and relevant groups and teams to ensure they are aware of the customer feedback on customer experience in regular review meeting and governance meeting
• Follow up and through on the action items with different functions and teams

Others

• Remain fully informed on market trends, other insurance companies and researches and implement best practices
• Perform other duties as assigned by supervisor / company as and when necessary

Requirements:

• University graduate with 3 years of working experience in customer insights, planning and research
• Experience in Financial Services/Insurance Industry and in any of the following functional areas are advantages: customer experience, customer research, project management, call center/customer support operations
• Strong presentation and communication skills
• Exceptional command of spoken and written English. Fluency in Cantonese and reading/writing in Traditional Chinese is required
• Strong analytical, mathematical and data mining skills
• Proven Market Research Analysis experience
• Ability to interpret large amounts of data and to multi-task
• Excellent knowledge of statistical packages, databases and MS office
• Attentive to details, strong numeric sense, and ability to resolve problems
• You are required to obtain relevant license(s) if your job involves in 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.