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AI & Digital Transformation Analyst - Customer Experience (CX) Job Opening In Singapore, Singapore – Now Hiring AIA


Job description

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
  • Required Skill Profession

    Computer Occupations


    • Job Details

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    Are You Looking for AI & Digital Transformation Analyst Customer Experience (CX) Job?

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