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. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. 

So if you believe in inspiring a better future, read on.

About the Role

Support Head of Customer Experience, Research and Design to achieve the assigned goals below by leveraging customer insights from research and data analysis.
• Drive business performance and NPS through robust consumer and customer insights that forms the basis for differentiation, customer journey and experience across different segments and channels, product proposition and service innovations. Support the development of CX strategies and customer-centric culture.
• Lead market research studies on brand/advertising/PR to support company’s brand strategy, including brand positioning and brand communication.
• Identify consumer / customer research needs and advise appropriate research approach. Manage external research vendors and translate information into insights. Advise business on research projects. Drive innovative research approach to yield faster and better insights.

Roles and Responsibilities:

Advise appropriate research design and methodologies to drive robust insights, some specific duties include:

• Manage VOC program, data structures, analysis, and interpretation, and communicate insights and recommendations tailored to the needs of different stakeholders to drive actions.
• Drive consumer and market insights to support new value propositions, product & service innovations, and brand development.
• Orchestrate local studies on brand health, consumer U&A (e.g. digital and social behavior), segmentation, as well as secondary research to enhance understanding of consumers and market dynamics.
• Synthesize market trend and dynamic gathered from multiple sources into customer insights. Serve as single source of truth across the organization.
• Support Group Office by being the local lead on companywide research.
• Conduct small-scale internal research studies, focus groups or workshops to support business needs.
• Conduct desk research on issues relevant to the business.
• Identify and maintain a pool of qualified research vendors for ongoing research needs.
• Manage day-to-day operations with appointed research vendors to ensure compliance, quality deliveries and cost effectiveness.
• Liaise with external parties on research related matters. Manage day-to-day operations with appointed research vendors to ensure compliance, quality deliveries and cost effectiveness.
• Manage the knowledge sharing database of the company to facilitate and empower everyone in AIA HK to uncover insights and aid improvements.
• Keep abreast of the latest thinking in market research and apply to projects where appropriate.

Minimum Job Requirements:

• University degree with 7-10 years working experience. Experience in financial service sector (esp. insurance) would be an added advantage
• A combination of in-house and research agency experience
• Excellent knowledge and proven record in executing various kinds of market research. Any experience relating to ethnographic research, online communities, conjoint and customer segmentation will be looked upon favorably
• Experience in using Medallia, PowerBI or similar enterprise level survey/data tools
• Experience in synthesizing business insights from market research, provide recommendations and translate into action plans
• Detail-oriented and good project management skills
• Strong self-confidence and good interpersonal skills
• Good communication skills and excellent presentation skills
• Experience in leading internal and cross-functional teams to work towards the same goal
• Self-motivated, proactive, flexible, strong ownership and determination to deliver assigned targets/projects
• Excellent in spoken and written Chinese and English

Others:

• You are required to obtain 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.