Customer Digital Platform Analyst

Responsibilities:

• Work closely with stakeholders including IT, business user, Project Managers on AIA+ issues and enhancements
• Ensure AIA+ usability, accuracy and provide recommendation to improve utilization rate
• Identify areas to enhance user experience and support AIA+ initiatives and recovery
• Assess and review user interface to make AIA+ more intuitive
• Participate in business impact analysis and workgroup discussions to recommend best practices/innovative solutions for AIA+
• Participate in CRM / AIA+ enhancement requirements workshop for URS documentation.
• Review Functional Specification to ensure design and business requirements are met.
• Participate in User Acceptance Testing and pilot testing for successful roll out.
• Follow up with defects management status within the stipulated time frame.
• Assessment and analysis of CRM and AIA+ issues received across all touch points
• Update, disseminate, FAQ, error messages, recovery action
• Smooth out user journey with customer feedback and issues reported
• 2nd level escalation and Ad-hoc call back on reported issues
• Develop, maintain and update user guides and FAQs
• Create training materials, SOPs and conduct training for new launches and enhancements
• Responsible for communications (eDMs) to ensure timely delivery of information to the targeted audience / customers
• Any other ad-hoc duties assigned

Requirements:

• University Degree
• Certifications/licenses - LOMA or ACII is preferred
• At least 5 years of experience in FI or insurance industry is preferred
• Self-driven, resourceful and results oriented individual with proven track record in driving and achieving results
• Strong interpersonal skills, energetic and enthusiastic individual who is able to engage and collaborate with all stakeholders / employees in the company
• Good communication skills required in particular creative, strong writing skills and excellent presenter
• Enjoys working in a dynamic and fast paced environment