Analyst, Customer Experience (TDA/AI)

AIA Hong Kong and Macau; Singapore; On-site; SGD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Analyst for Customer Experience to drive digital transformation and enhance customer interactions. This role emphasizes leveraging Generative AI and machine learning to optimize processes and implement innovative solutions. You will work on exciting projects involving Natural Language Processing and predictive analytics, contributing to a mission that aims to improve lives and foster healthier communities. If you're passionate about technology and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• Degree with knowledge of AI concepts, including machine learning and deep learning.
• Proficiency in Retrieval-Augmented Generation (RAG) and Large Language Models (LLMs).

Responsibilities

• Support digital transformation and self-help tools at service touchpoints.
• Design and implement NLP models for chatbots and sentiment analysis.

Skills

Machine Learning

Data Analytics

Natural Language Processing

Generative AI

Process Improvement

Interpersonal Skills

Communication Skills

Multitasking

Education

Degree in relevant field

Tools

CRM Software

Chatbot Development Tools

Job description

Analyst, Customer Experience (TDA/AI) page is loaded

Analyst, Customer Experience (TDA/AI)

Apply locations Singapore, SG-AIA Singapore time type Full time posted on Posted Yesterday job requisition id JR-56953

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.

To achieve this, we need ambitious individuals who believe in shaping that future, seeking unmatched career and personal growth opportunities, and eager to learn from inspiring leaders.

Sound like you? Then read on.

About the Role

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

Roles and Responsibilities:

• Support the Head of Customer Experience in driving digital transformation and self-help tools at service touchpoints in Singapore and OSS Contact Centre, ensuring compliance and managing operational risks.
• Leverage Generative AI to design innovative solutions that streamline workflows and automate repetitive tasks.
• Design and implement Natural Language Processing (NLP) models for chatbots, language translation, sentiment analysis, and text summarization.
• Develop and deploy machine learning models for predictive analytics, recommendation systems, and anomaly detection.
• Create AI-based automation systems for business processes, customer service, data entry, and workflow optimization.
• Assist in creating and updating documentation for AI models and processes, and support training sessions on AI tools and techniques.
• Monitor and evaluate AI solution performance, making adjustments to optimize outcomes.
• Collaborate with stakeholders to implement digital and self-help capabilities aligned with Joyous CX goals and vision.
• Perform User Acceptance Testing (UAT) for projects like CRM, CTI, Chat Bot, etc.
• Address customer inquiries and feedback across various touchpoints and perform other duties as assigned.

Minimum Job Requirements:

• Degree with knowledge of AI concepts, including machine learning and deep learning principles.
• Proficiency in Retrieval-Augmented Generation (RAG) and Large Language Models (LLMs).
• Experience in data analytics to generate insights and identify trends.
• Ability to design 'as is' and 'to be' customer journey scenarios for transformation.
• Strong follow-up, prioritization, and multitasking skills.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Excellent 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.

Ensure all requested information, including Personal Data, is provided for application processing. Accurate and up-to-date submissions are your responsibility.

Do you believe in better?

At AIA, we don’t just strive to be ‘The Best’. We believe in better — because there’s no limit to how far ‘better’ can take us.

We empower our people to find their 'better' — in their work, careers, lives, and the impact they make. Together, we support more people to live Healthier, Longer, Better Lives, and foster healthier societies and environments.

If you believe in better, we’d love to hear from you.