Service System and Digital Solutions, Senior Analyst

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

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. As pioneering innovators for over 100 years, we're now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives. To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone. If you believe in developing a better tomorrow, read on.

About The Role

Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Digitalization & AI Implementation - Support all affairs of system being used in Service’s touchpoints and ensure that the effective design and implementation of business requirements, resources planning, process reengineering, UAT, data analysis, and user training to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction.

Roles And 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 closely with end users, TDA and stakeholders to ensure project deliverables are aligned with agreed business needs and expectations.
• Prepare and maintain project documentation, including business requirement documents, test plans, test cases, daily status reports, and UAT completion reports.
• Develop training materials and conduct user training sessions to support successful system implementation and user adoption.
• Monitor digital platform usage and perform regular data analysis to gain insight into user behaviour and identify opportunities for service touchpoints and digital service improvement.
• Coordinate with Product Owners and cross-functional teams across departments to implement and enhance functionalities of digital platforms.
• Act as a customer experience (CX)-driven digital solutions team member by supporting Project Owners, project teams, and stakeholders in delivering value-added and user-centric chatbot services.
• Plan and facilitate workshops and sharing sessions for internal and all stakeholders to introduce new features and digital capabilities.
• Legacy system continuous improvement and maintenance (45%)
• Identify opportunities for process and system improvements within existing legacy platforms and propose enhancement solutions to improve operational efficiency and user experience.
• Support business requirement gathering, analysis, and documentation for system enhancement initiatives and maintenance activities.
• Collaborate with end users and stakeholders to ensure deliverables are implemented according to agreed requirements and expectations.
• Coordinate with Product Owners and cross-functional teams across departments to support system enhancement and functionality improvement initiatives.
• Support testing activities by preparing test plans and test cases, coordinating test execution, and validating system performance to ensure quality deliverables.
• Monitor platform usage and perform regular data analysis to gain insight into user behaviour and identify opportunities for service touchpoints improvement.
• Prepare training materials and conduct user training sessions to facilitate smooth system implementation and user adoption.
• Perform other duties and responsibilities as assigned by the supervisor from time to time to support operational needs and business requirements.

Minimum Job Requirements

• University graduates in any discipline.
• Minimum 3 years relevant working experience.
• Basic insurance and pension knowledge would be definitely an advantage.
• Strong analytic, problem solving, planning & implementation skills.
• Adaptable to different project management methods, including Agile / Waterfall / Hybrid.

Others

• 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.