At AIA, our vision is to help people live healthier, longer, better lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing.

The Opportunity at AIA

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This is a great opportunity for someone who thrives in a role where you can provide meaningful insights and deliver contributions that will impact decision making. This role is in key in our Customer Experience (CX) and Communications team in Marketing and will support the management and delivery of the CX framework. As an Insights Analyst, you’ll be quality and customer focused and will provide reporting around customer and adviser experience and insights on pain points to highlight opportunities to improve experience.

This is a six-month fixed term contract that will work closely with our Customer Experience Lead and will be a collaborative team player assist in embedding customer centric concepts and measures across all areas of the business.

• Support the management and execution of the Voice of Customer programme.
• Intermediary experience programme delivery including stakeholder engagement, assisting with survey design, development, testing and deployment, analysis of key themes and reporting results.
• Manage documentation of framework changes.
• Review programme outputs along-side complaint data  and deep dives to identify  people, process, service or system issues.
• Deliver findings from integrated customer feedback (complaints, deep dives and VOC/IX), to tell a clear story to the business in format suited to stakeholders.
• Demonstrate continuous application of key business and consumer insights to address key business challenges or create new opportunities.

Skills and experience required:

• Strong communication skills with the ability to summarise complex data into high level summary and recommendations.
• Ability to reach sound decisions and solve problems independently.
• Good interpersonal, stakeholder and negotiation skills.
• Understand reporting tools.
• The ability to view the organisation from both an internal perspective as well as through the eyes of the customer.
• Intermediate to advanced Excel and PowerPoint skills.
• 2+ years’ experience in extracting insight / report writing.
• Experience in similar Service industry roles.
• A clear understanding of the role that data and insights play in delivering customer experiences.
• Able to distil a brief to focus on outputs that will add the most value to the customer.
• Previous voice of customer experience an advantage (but not mandatory)

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:

Healthier, Longer, Better Lives
At AIA, wellbeing is at our core. We understand that healthy employees are happy employees. That’s why we have a culture of care that promotes wellbeing and flexibility, recharge days, flexible work arrangements and an AIA Vitality membership.  
 
We focus on career development, people development and leadership capability, so that you’ll be nurtured and have every opportunity to reach your full potential.
 
We recognise your efforts and hard work because we understand that everyone in our AIA family is important. When people feel valued, they become more productive and satisfied, and we want you to feel inspired every day.
 
We are an equal opportunity employer that embraces and values diversity and inclusion in our workforce.  We believe that for people to be their best selves at work, they must feel they can be themselves.  We celebrate both our differences and similarities including how we dress, and we trust our employees to dress appropriately and comfortably for their day.

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.