Analyst, Customer Experience

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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._

Sound like you? Then read on.

About the Role
- Championing and implementing digitalization and self-help capabilities at customer touch points to achieve Next Generation Servicing and Leading Customer Experience.
- Supporting Technology, Digital, and Analytic (TDA) efforts to optimize processes and drive business process improvement for enhanced productivity and performance.
- Analyzing data to identify trends for automation, process improvement and operational efficiency through Generative AI

Roles and Responsibilities_:_
- Support Head, Customer Experience in driving digital transformation and self-help tools at service touch points in Singapore and OSS Contact Centre with Compliance and Operational Risk in mind.
- Leverage on Generative AI to design innovative solutions that streamline workflow and automate repetitive tasks.
- Natural Language Processing (NLP) Solutions: Designing and implementing NLP models for chatbots, language translation, sentiment analysis, and text summarization.
- Machine Learning Models: Developing and deploying machine learning models for predictive analytics, recommendation systems, and anomaly detection in various processes.
- AI-Driven Automation: Creating AI-based automation systems for business processes, customer service, data entry, and workflow optimization to enhance efficiency and productivity.
- Assist with creating and updating documentation for AI models and processes, and support training sessions and workshops on AI tools and techniques.
- Monitor and evaluate the performance of AI solutions, making necessary adjustments to optimize outcomes.
- Collaborate with internal/external stakeholders and spearheads in implementing digitalization and self-help capabilities to achieve Corporate Solutions’ goals and vision in Joyous CX
- Responsible in performing UAT for enterprise, division and team projects i.e CRM, CTI, Chat Bot etc
- Attend to enquiries/feedback received at the various customer service touch points and performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.

Minimum Job Requirements:

- Degree holder with Knowledge of AI Concepts. Understanding of artificial intelligence, machine learning, and deep learning principles.
- Proficiency in Retrieval-Augmented Generation (RAG) and Large Language Models (LLM) is essential.
- Data Analytic: experience in generating and analyzing data effectively to identify key insights and trends.
- Designing Customer Journeys: designing "as is" and "to be" scenarios in customer journey transformation
- Possess excellent capabilities in following up, prioritization and multitasking
- Able to work in fast-paced environment and work within tight deadlines
- Good interpersonal and communication skills
- Good team player
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._