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Customer Performance & Delivery Analyst

Customer Performance & Delivery Analyst

Aia Hong Kong And MacauAuckland, New Zealand
3 days ago
Job description

BELIEVE IN BETTER At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's finding new ways to not only better people's lives, but to better the communities and environments we live in.

As the largest listed company on the HKSE, we've been proudly making a difference for people and communities across Asia for over a century.

And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by

And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live.

Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.

If you sound like that leader, read on.

  • The opportunity :
  • In this role, you will focus on unlocking the power of data to drive smarter decisions and boost operational performance.

By analysing key metrics across the customer journey - Acquire, Maintain, and Claim - it plays a critical role in shaping a strong, future-focused Customer Strategy that aligns with AIA NZ's vision and strategic goals.Supporting the Head of Strategic Delivery, this role turns insights into action, helping the business stay agile, informed, and customer-centric.

  • Key responsibilities include :
  • Gathering, analysing, and presenting operational and performance data to support business insights and monthly reporting requirements.
  • Maintaining and enhancing Tableau dashboards across the Acquire, Maintain, and Claim customer lifecycles, while identifying and recommending improvements to drive operational efficiency.
  • Collaborating with internal and external stakeholders to support change initiatives, ensure accurate documentation and communication of changes, and contribute to key projects aligned with AIA's strategic goals.
  • Supporting the Head of Strategic Delivery in coordinating the annual Strategic Planning Process and ad-hoc strategic initiatives, including the development of customer-focused reporting and presentations.
  • Your capabilities :
  • Proven experience using SQL, Tableau, and Salesforce reporting.
  • Continuous improvement mindset.
  • Able to translate data into meaningful storytelling.
  • Effective stakeholder management skills.
  • Experience in financial services, with insurance product knowledge (advantage).

    • At AIA, we believe in empowering every one of our people to find their 'better'.

    We do this by offering :

  • Opportunities to grow within the business through internal mobility.
  • Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge.
  • Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving.

    • AIA Vitality partners include Airpoints, Woolworths, MoleMap, endota, Les Mills, Samsung, Garmin and many more!

  • A supportive and inclusive workplace.
  • Flexible working arrangements.If this sounds like you, apply now!

    • Diversity, equity, and inclusion are at the heart of who we are and what we do.

    Our commitment to these values is unwavering and they are central to our mission.

    AIA NZ values diversity in the workforce.

    We encourage candidates from diverse backgrounds, including those with a disability, additional mental health needs, chronic health conditions and / or are neurodiverse to apply for our roles.

    If there's anything we may need to consider to support you with our recruitment process, please email

  • are a
  • Circle Back Initiative Employer – we commit to respond to every applicant.
  • Job ad expires Tuesday 11th of November, close of business.
  • Recruitment Agencies
  • : Our Talent team does not require any recruitment agency support.
  • Interested Candidates
  • : Apply using the '
  • Apply
  • ' button.

    • No emailed applications accepted.

    For general enquiries only, contact :

  • 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.

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