Senior Analyst, Digital Platforms & AI Solutions

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

AIA Hong Kong and Macau is transforming to deliver faster, simpler, and more connected digital experiences. This role focuses on customer-centric digital platforms and AI initiatives to improve service touchpoints, data insights, and operational efficiency.

You will lead end-to-end delivery, collaborate with product owners, architects, and users, develop training, and support legacy systems while driving CX-driven chatbot solutions and knowledge management improvements.

Qualifications

• University degree in any discipline.
• Minimum 3 years relevant working experience.
• Basic insurance and pension knowledge is advantageous.
• Adaptable to Agile, Waterfall or Hybrid PM methods.

Responsibilities

• New digital platform and AI development, implementation, and support (50%).
• Support the development, implementation, enhancement, and maintenance of digital & AI platforms, including CRM, Chatbot, Voicebot and Knowledge Management solutions.
• Assist in business requirement gathering, analysis, and documentation to support project delivery and continuous improvement initiatives.
• Collaborate with end users, TDA and stakeholders to ensure deliverables align with business needs.
• Prepare and maintain project documentation, including BRDs, test plans, test cases, daily status reports, and UAT reports.
• Develop training materials and conduct user training sessions to support system adoption.
• Monitor platform usage and perform data analysis to gain insights for improvements.
• Coordinate with Product Owners and cross-functional teams to implement platform functionalities.
• Support CX-driven digital solutions in chatbot services, workshops, and feature introductions.
• Legacy system improvement and maintenance, and support system enhancements.

Skills

Analytical thinking

Problem solving

Planning & implementation

Agile / Waterfall / Hybrid

Education

University degree

Tools

CRM platforms

Chatbot

Voicebot

Knowledge Management

Data analysis tools

Job description

AIA Hong Kong and Macau is transforming to deliver faster, simpler, and more connected digital experiences. This role focuses on customer-centric digital platforms and AI initiatives to improve service touchpoints, data insights, and operational efficiency.

You will lead end-to-end delivery, collaborate with product owners, architects, and users, develop training, and support legacy systems while driving CX-driven chatbot solutions and knowledge management improvements.