Operations Customer Insight, Consultant

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 (2 0%)- 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.