Customer Digital Platform Analyst

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 Oversee all operational, issues and enhancement matters for AIA+ (online app and portal) and CRM (Customer Relationship Management) system Ensure all AIA+ and CRM activities are conducted in accordance with the Company rules and regulationsResponsibilitiesWork closely with stakeholders including IT, business user, Project Managers on AIA+ issues and enhancementsEnsure AIA+ usability, accuracy and provide recommendation to improve utilization rateIdentify areas to enhance user experience and support AIA+ initiatives and recoveryAssess and review user interface to make AIA+ more intuitiveParticipate in business impact analysis and workgroup discussions to recommend best practices/innovative solutions for AIA+Participate in CRM / AIA+ enhancement requirements workshop for URS documentation.Review Functional Specification to ensure design and business requirements are met.Participate in User Acceptance Testing and pilot testing for successful roll out.Follow up with defects management status within the stipulated time frame.Assessment and analysis of CRM and AIA+ issues received across all touch pointsUpdate, disseminate, FAQ, error messages, recovery actionSmooth out user journey with customer feedback and issues reported2nd level escalation and Ad-hoc call back on reported issuesDevelop, maintain and update user guides and FAQsCreate training materials, SOPs and conduct training for new launches and enhancementsResponsible for communications (eDMs) to ensure timely delivery of information to the targeted audience / customersAny other ad-hoc duties assignedRequirementsUniversity DegreeCertifications/licenses – LOMA or ACII is preferredAt least 5 years of experience in FI or insurance industry is preferredSelf-driven, resourceful and results oriented individual with proven track record in driving and achieving resultsStrong interpersonal skills, energetic and enthusiastic individual who is able to engage and collaborate with all stakeholders / employees in the companyGood communication skills required in particular creative, strong writing skills and excellent presenterEnjoys working in a dynamic and fast paced environmentBuild 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.ABOUT AIA For over a century, AIA has served the ever-changing needs of our customers across Asia-Pacific. Our Purpose to help millions of people live Healthier, Longer, Better Lives is at the heart of everything we do. As pioneering innovators, we’re now transforming AIA to be faster, simpler and more connected to create better solutions and impactful experiences for our customers and communities. AIA encourages and enables our people to act with clarity, courage and humanity in service of our Purpose. JOIN US At AIA, we believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. Whether it’s investing better wellbeing, inspiring better learning, building better relationships, or making a better impact on customers, a career at AIA will challenge you to find new ways to pursue your ‘better’. AIA is committed to building a vibrant, diverse, and inclusive workforce for all employees to thrive in. Join us if you believe in creating a better tomorrow!