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
Support the set‑up and delivery of client value and retention initiatives for the Employee Benefits (EB) and pension portfolios, with a focus on member loyalty foundations and related customer experience workstreams. The role will primarily support the Client Value Management team and will also provide project and delivery support to the Business Enablement team to help drive service uplift and change initiatives. This role is expected to be execution‑driven, structured and proactive, translating ideas into workplans, materials and coordinated follow‑through.Responsibilities:
Support the Client Value Management team to develop and deliver customer experience and retention initiatives, including defining requirements, scope, workplan and governance
Conduct research and analysis (e.g., customer feedback, servicing data, competitor/market practices where applicable) and convert insights into clear recommendations and options
Provide support in business case development and coordinate cross-functional inputs to facilitate approval
Draft and maintain core program artefacts: initiative charters, requirements documents, timeline, RAID log, and steering committee presentations and any relevant presentations to support key stakeholders on decision making
Coordinate cross‑functional stakeholders (CS Operations, Digital/IT, Marketing, Governance, Distribution, Product, Legal & Compliance, Risk etc.) to collect inputs, align actions and drive timely delivery
Support vendor or partnership onboarding and engagement where appropriate: Coordinate RFI/RFP process, prepare briefs, consolidate feedback, track deliverables and support UAT readiness
Develop and refine customer‑facing and internal materials (e.g., member loyalty initiative collaterals, servicing communications, agent/broker memos, FAQs, briefing decks, training material) in partnership with relevant teams
Support Business Enablement on process improvement and change activities, including documentation, process mapping, gap analysis, impact assessment, change request tracking and progress reporting
Prepare management updates, dashboards and presentation materials for senior stakeholders; ensure accuracy, clarity and consistency across messages and artifacts
Support ad‑hoc assignments related to service uplift, operating model changes and transformation initiatives as required
Requirements:
University graduate, preferably in business, digital, customer experience or related disciplines
5–8 years of relevant experience in project delivery, business analysis, transformation, customer engagement or servicing operations within financial services; insurance experience is an advantage
Consulting background or experience working in a consulting / project‑based environment is preferred, particularly in transformation, process improvement, or customer‑centric initiatives
Solid problem‑solving and analytical skills; comfortable working with data and turning insights into actions
Able to structure and translate business requirements clearly and incorporate with system/technical consideration to reinforce the solution feasibility & effectiveness
Hands‑on project management skills: planning, tracking, documentation, and stakeholder coordination
Exposure to digital initiatives (e.g., requirements gathering, UAT support, vendor coordination, UX collaboration) is preferred
Strong creativity and innovation orientation; able to translate market trends and customer insights into new, differentiated initiatives
Strong communication and presentation skills; able to produce clear decks and written materials in English (Chinese is an advantage)
Self‑driven, organized and detail‑minded; able to manage multiple priorities and follow through with minimal supervision
Others:
You are required to obtain the relevant license(s) if your job involves regulated activities
Build 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.