Customer Research

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better - because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:
This is an exciting opportunity to join our Digital & CX team as the Customer Research & Insights Manager. You will be responsible for working with the business to identify and create usable evidence-based customer and market insights to inform and shape the customer and business strategy.

Design and deliver research programs for AIA to ensure the experiences, products and propositions we design, are validated and aligned to customer needs.

To do this successfully you will:

- Be responsible for the design, delivery, communication and monitoring of the enterprise customer research and insights program
- Build out our Enterprise Customer Research and Insights Centre of Excellence and drive innovative ways to share insights across the organisation to underpin our Human Centered Design approach and support our Leading Customer Experience ambition
- Leverage and translate customer insights to identify existing and new customer value pools and segments
- Collaborate closely with relevant business units to lead and deliver ad hoc and ongoing qualitative and quantitative customer and proposition research projects.
- Embed our multi-dimensional customer segmentation model and Personas across the enterprise
- Develop and align Customer Reporting frameworks across the Enterprise with emphasis on measuring, highlighting and remediating customer pain points on key moments that matter, making use of data and advanced analytics to drive actions that deliver measurable customer impacts and benefits.
- Work with and represent AIA on selected syndicated programs and projects that AIA participates in and share insights and recommendations with the broader business.
- Participate in and be actively involved in supporting any VOC working groups, connecting and sharing context of any broader related insights that may be relevant to VOC focus areas and topics.
- Significant and demonstrated experience in strategic research/insight role, customer strategy, customer experience, marketing or relevant senior operational role.
- Experience managing primary research process end-to-end from understanding business objectives and writing a brief, to generating insights and providing strategic and actionable recommendations to the business.
- Experience setting up and managing a broad range of primary research projects using a range of techniques and methodologies, such as but not limited to qualitative, quantitative, and ethnography.
- Experience and knowledge of Voice of Customer / survey platforms and systems e.g. MaritzCX, Qualtrics or managing Voice of Customer programs.
- Ability to analyse and synthesise raw data into meaningful insights and business outcomes.
- Proven success in defining and operationalising customer strategy, customer value propositions, customer segmentation and drivers studies, with a track record for driving change that has delivered step change customer and business outcomes.
- Financial services/insurance experience desired.

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2023 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?