AI & Digital Transformation Analyst - Customer Experience (CX) | Singapore, SG

AIA Singapore Private Limited; 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 service through innovative AI solutions. This role offers the opportunity to work with cutting-edge technologies such as Natural Language Processing and Machine Learning, focusing on optimizing processes and improving operational efficiency. Join a forward-thinking team dedicated to creating a healthier, more sustainable future for everyone, while enjoying unmatched career growth and personal development opportunities. If you're passionate about AI and customer experience, this position is a perfect fit for you.

Qualifications

• Degree holder with knowledge of AI concepts and principles.
• Proficiency in Retrieval-Augmented Generation (RAG) and Large Language Models (LLM).

Responsibilities

• Support digital transformation and self-help tools at service touch points.
• Design and implement NLP models for chatbots and sentiment analysis.
• Develop machine learning models for predictive analytics.

Skills

Natural Language Processing (NLP)

Machine Learning

Data Analytics

Generative AI

Customer Journey Design

Prioritization

Interpersonal Skills

Communication Skills

Education

Degree in a relevant field

Tools

AI-based Automation Systems

Job description

Analyst, Customer Experience (TDA/AI)

AIA Singapore Private Limited Singapore Apply now Posted 6 hours ago Permanent Competitive

Analyst, Customer Experience (TDA/AI)

AIA Singapore Private Limited Singapore Apply now

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.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

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

Roles and Responsibilities :

• Support Head, Customer Experience in driving digital transformation and self-help tools at service touch points in Singapore and OSS Contact Centre with Compliance and Operational Risk in mind.
• Leverage on Generative AI to design innovative solutions that streamline workflow and automate repetitive tasks.
• Natural Language Processing (NLP) Solutions: Designing and implementing NLP models for chatbots, language translation, sentiment analysis, and text summarization.
• Machine Learning Models: Developing and deploying machine learning models for predictive analytics, recommendation systems, and anomaly detection in various processes.
• AI-Driven Automation: Creating AI-based automation systems for business processes, customer service, data entry, and workflow optimization to enhance efficiency and productivity.
• Assist with creating and updating documentation for AI models and processes, and support training sessions and workshops on AI tools and techniques.
• Monitor and evaluate the performance of AI solutions, making necessary adjustments to optimize outcomes.
• Collaborate with internal/external stakeholders and spearheads in implementing digitalization and self-help capabilities to achieve Corporate Solutions' goals and vision in Joyous CX
• Responsible in performing UAT for enterprise, division and team projects i.e CRM, CTI, Chat Bot etc
• Attend to enquiries/feedback received at the various customer service touch points and performs other responsibilities and duties periodically assigned by Section Head in order to meet operational and/or other requirements.

Minimum Job Requirements:

• Degree holder with Knowledge of AI Concepts. Understanding of artificial intelligence, machine learning, and deep learning principles.
• Proficiency in Retrieval-Augmented Generation (RAG) and Large Language Models (LLM) is essential.
• Data Analytic: experience in generating and analyzing data effectively to identify key insights and trends.
• Designing Customer Journeys: designing "as is" and "to be" scenarios in customer journey transformation
• Possess excellent capabilities in following up, prioritization and multitasking
• Able to work in fast-paced environment and work within tight deadlines
• Good 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.

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AIA Group Limited and its subsidiaries (collectively “AIA” or the “Group”) comprise the largest independent publicly listed pan-Asian life insurance g...

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