AI & Digital Transformation Analyst - Customer Experience (CX)

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you?

Then read on.

About the Role

•Championing and implementing digitalization and self-help capabilities at customer touch points to achieve Next Generation Servicing and Leading Customer Experience.
• Supporting Technology, Digital, and Analytic (TDA) efforts to optimize processes and drive business process improvement for enhanced productivity and performance.
• Analyzing 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