Customer Experience Analyst

AIA NZ; Auckland; On-site; NZD 70,000 - 100,000; Full time

Job summary

AIA NZ in Auckland is seeking a Customer Experience Analyst to champion the voice of our customers and intermediaries by turning feedback into meaningful action. You will shape how people experience AIA by identifying opportunities to improve key journeys and moments that matter.

Through journey mapping, research, analysis and collaboration, you will influence decisions that enhance outcomes and support strategic priorities.

Qualifications

• 2+ years in customer insights, customer research, advocacy, or a related field.
• Strong analytical thinking and storytelling to translate data into insights.
• Experience in journey mapping and experience design.
• Confident in building relationships with stakeholders to influence outcomes.
• Keen eye for detail with high-quality analysis and outputs.
• Customer-centric mindset balancing needs with business priorities.

Responsibilities

• Analyse customer and intermediary feedback to uncover trends and generate actionable insights.
• Map customer journeys and experience blueprints to highlight pain points.
• Partner with stakeholders to embed insights into decision-making and improvement initiatives.
• Deliver clear reports, presentations, and recommendations to drive action.
• Support implementation of customer experience frameworks and initiatives.
• Contribute to research programmes and surveys to deepen customer understanding.

Skills

Customer insights

Analytical thinking

Experience mapping

Stakeholder collaboration

Attention to detail

Panel hosting

Job description

Your Role with Us

As a Customer Experience Analyst at AIA, you will champion the voice of our customers and intermediaries by turning feedback and insights into meaningful action. Working within the Customer Experience team, you will help shape how people experience AIA by identifying opportunities to improve key journeys and moments that matter. Through journey mapping, research, analysis and stakeholder collaboration, you will influence decisions that enhance customer outcomes and support strategic priorities. This is a great opportunity to grow your expertise in customer experience, build strong relationships across the business, and contribute to creating exceptional experiences that make a real difference.

Your Impact

• Analyse customer and intermediary feedback to uncover trends, identify opportunities, and generate actionable insights that improve experiences
• Map customer journeys and experience blueprints to highlight pain points and strengthen moments that matter
• Partner with stakeholders across the business to embed customer insights into decision-making and continuous improvement initiatives
• Deliver clear and compelling reports, presentations, and recommendations that drive understanding and action
• Support the implementation of customer experience frameworks and initiatives that enhance customer and intermediary outcomes
• Contribute to research programmes and surveys that deepen customer understanding and inform strategic priorities

Your Capabilities

• You have 2+ years of experience in customer insights, customer research, advocacy, or a related field, and enjoy translating information into meaningful recommendations
• You bring strong analytical thinking and storytelling skills, enabling you to turn complex data and findings into clear, engaging narratives
• You have experience in journey mapping and experience design, helping you contribute even more quickly in the role
• You have the confidence to build positive relationships with stakeholders and influence outcomes through collaboration and insight-led conversations
• You have a keen eye for detail and consistently deliver high-quality analysis, reporting, and customer experience outputs
• You bring a customer-centric mindset and enjoy balancing customer needs with business priorities to achieve better outcomes
• You are comfortable hosting panel discussions
• You may also have project management skills

Your Life at AIA

At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia-Pacific. You’ll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Recruitment Agencies

Our Talent team does not require any recruitment agency support.

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.