Technical Delivery Analyst

AIA; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

AIA Australia is seeking a Technical Delivery Analyst to help translate strategy into action, delivering data-driven initiatives and customer-focused improvements across Salesforce and related platforms.

You will partner with business leaders to develop delivery plans, support change initiatives, and use AI and analytics to optimize customer journeys and growth while aligning with our purpose to improve lives in Australia.

Qualifications

• Tertiary qualification in Data Science, Mathematics or related discipline.
• Experience in data analysis, reporting and business insights.
• Experience with Salesforce and AgentForce in BA/CRM/technical delivery.
• Strong skills in SQL, SAS, Excel, Power BI and Tableau.
• Experience in financial services, wealth management or insurance.

Responsibilities

• Establish data, reporting and tracking frameworks to support strategic initiatives.
• Develop actionable project plans and business collateral for delivery of priorities.
• Partner with stakeholders to drive execution and align timelines.
• Embed Voice of the Customer insights into design and delivery.
• Drive customer retention, engagement and revenue growth initiatives.
• Support Salesforce and related platforms for requirements, testing and release.
• Leverage AI and analytics to improve engagement and processes.

Skills

Data management

SQL

SAS

Excel

Power BI

Tableau

Stakeholder management

AI / automation awareness

Education

Tertiary qualification in Data Science, Mathematics or related

Tools

Salesforce

AgentForce

Microsoft Access

VBA

Job description

BE THE DIFFERENCE
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. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:

We have a newly created opportunity available for a Technical Delivery Analyst to play a key role in supporting the delivery of AIA Financial Services' strategic priorities, partnering with business leaders and stakeholders to drive growth, retention and operational optimisation initiatives.

Working closely with the Head of AIAFS Enablement, the role helps translate strategy into action by developing delivery plans, communications and business initiatives that place customer needs and Voice of the Customer insights at the centre of decision-making and execution.

This role also provides both business analysis and technical support for Salesforce and related systems, contributing to solution design, configuration, development, testing and release activities. In addition, the Technical Delivery Analyst supports internal and external communications, ensuring messaging aligns with AIAFS's purpose, culture and strategic direction while enabling the successful delivery of change initiatives across the business.

To do this successfully you will:

• Establish and maintain the data, reporting and tracking frameworks required to support strategic initiatives, business performance and growth outcomes
• Develop actionable project plans, communications and business collateral that enable the successful delivery of key strategic priorities
• Partner with internal and external stakeholders to drive execution, align delivery timelines and ensure customer, revenue and growth objectives are achieved
• Champion customer-centric thinking by embedding Voice of the Customer insights into initiative design, decision-making and delivery
• Support customer retention, engagement and revenue growth initiatives by identifying opportunities to optimise customer journeys, reduce lapse rates and enhance long-term value
• Drive continuous improvement and operational efficiency through Salesforce and related platforms, supporting requirements gathering, solution design, configuration, testing, release management and reporting
• Leverage AI, automation and analytics tools, including AgentForce and Salesforce capabilities, to generate insights, improve customer engagement, streamline processes and enhance business performance

Successful applications will demonstrate:

• Tertiary qualification in Data Science, Mathematics or a related discipline, with experience in data analysis, reporting and business insights

Experience working within financial services, wealth management or insurance, knowledge of financial planning CRM systems, Salesforce certifications and exposure to Microsoft Access and VBA

• Proven experience working with Salesforce and AgentForce in a Business Analyst, CRM or technical delivery capacity, including requirements gathering, testing and solution design
• Strong technical skills across data management, SQL, SAS, Excel, Power BI and Tableau, with the ability to translate data into actionable business insights
• Demonstrated analytical and problem-solving capability, using data, trends and thematic analysis to identify opportunities and drive business improvement
• Experience supporting technology and business change initiatives, including user stories, acceptance criteria, release management and stakeholder engagement
• Passion for leveraging AI, automation and emerging technologies to improve reporting, operational efficiency, customer outcomes and decision-making
• Excellent communication, collaboration and stakeholder management skills, with a proactive approach, strong attention to detail and the ability to deliver high-quality outcomes in a fast-paced environment

Why choose AIA:

At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.

Access our training and development to build on your current skills

Career development through internal mobility opportunities

Work for a business helping millions of Australians and make a difference to someone's life everyday

Access additional leave days a year to recharge and refresh yourself

Enjoy wonderful Health and Wellbeing initiatives that support you

Work with supportive and inclusive managers

Flexible working arrangement

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.