Analyst, Customer Service and Contact Centre Data Analytics

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

To provide insightful data analytics & insights to help Customer Service HOD and other team members make sound, appropriate & timely business decisions.

Responsibilities:

• Data collection and Analysis: Analysing data from various sources to identify trends, patterns and insights that can help make informed decisions.

• Identify & analyse data points to provide meaningful insights and findings that would improve business decision on product refinement, improvement of benefits & features, allow better projection to drive businessperformance

• Work with key business owners & stakeholders to identify any business opportunities or issues that require insights and the data requirementthat would help in their daily workdecisions

• Validate the data points in the data warehouse in ensuring dataintegrity. Perform data cleansing and pre-processing to facilitate meaningful analysis

• Create and maintain reports & dashboards

• Investigate and troubleshoot, where necessary the issues arising from dashboard operations. Automate and streamline the extraction of management reporting

Requirements:

• Bachelor's Degree in quantitative discipline such as Statistics, Data Analytics, Business Analytics, Computer Science or other relevant fields
• Relevant work experience in data analysis or a related field, preferably in a Contact Centre environment
• Strong analytical skills including the ability to collect, organize, analyse, and interpret large datasets
• Ability to communicate complex data insights in a clear and concise manner to non-technical stakeholders
• Ability to identify problems and recommend solutions using data-driven insights
• Good understanding of life insurancemarket
• Proficient in reporting tools MS Excel and PPT
• Knowledge of data visualization tools such as Tableau or Power BI
• Proficiency in SQL.
• Proficiency in Python is a plus.

Believe in better with AIA.If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way!