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
