- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
Your Role with Us
Join AIA New Zealand as a Customer Experience Analyst where you will be a key advocate for our customers and intermediaries, translating their feedback into actionable improvements. As part of the Customer Experience team, you will focus on refining the customer journey by identifying critical areas for enhancement through journey mapping, research, and close collaboration with internal stakeholders. This role offers a valuable chance to deepen your experience in customer insights, foster strong cross-functional relationships, and contribute significantly to delivering outstanding customer outcomes.
Your Impact
- Analyze customer and intermediary feedback to detect patterns, uncover opportunities, and develop practical insights aimed at enhancing experiences.
- Create detailed customer journey maps and experience blueprints that reveal challenges and improve key interaction points.
- Engage with stakeholders throughout the organization to incorporate customer insights into strategic decision-making and continuous improvements.
- Prepare impactful reports, presentations, and recommendations to facilitate understanding and spur action.
- Assist in deploying customer experience frameworks and initiatives that optimize customer and intermediary results.
- Contribute to research initiatives and surveys that deepen knowledge of customer needs and support business priorities.
Your Capabilities
- Possess a minimum of two years' experience in customer insights, research, advocacy, or similar roles, with a talent for translating data into actionable advice.
- Exhibit strong analytical and storytelling abilities to convey complex findings clearly and engagingly.
- Have hands-on experience with journey mapping and experience design, enabling swift contribution.
- Demonstrate confidence in fostering collaborative relationships and influencing outcomes through insight-driven discussions.
- Maintain a detail-oriented approach with high-quality outputs in analysis and reporting.
- Embody a customer-focused mentality balancing client needs with business objectives to drive superior results.
- Comfortable leading panel discussions and possibly possess project management capabilities.
Your Life at AIA
At AIA, we value your experience and the difference you make. We offer a meaningful career with flexible work options, competitive rewards, and continuous learning opportunities to keep you adept in a dynamic environment. Our inclusive culture encourages idea sharing, creative problem-solving, and supports our ambition to help a billion people live healthier, longer, and better lives by 2030.
Diversity, Equity, Inclusion and Belonging (DEIB)
Diversity and inclusion are foundational at AIA. We welcome applicants from diverse backgrounds including those with disabilities, mental health needs, chronic conditions, and neurodiverse experiences. We encourage applications even if you do not meet every listed requirement, and offer support throughout the recruitment process.
Additional Information
Recruitment agencies are not needed by our Talent team. Applications should be submitted solely through the official channels; emailed applications will not be accepted. It is essential to provide accurate and complete personal data for your application to be considered.