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Customer Strategy

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Full time
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

  • It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
  • And as part of our marketing, distribution & partnership team, you'll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purposeled brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._
So if you believe in inspiring a better future, read on.

About the Role

Our business unit focuses on digital and performance marketing for the overall AIA Malaysia group.

As the Customer Strategy & Marketing, Principal at AIA+, you will be working with a market-leading tier-one brand within the finance industry.


Your primary responsibility is to leverage business analytics to drive strategy, enhance business efficiency, optimize campaign planning, and collaborate with the marketing team to deliver innovative and meaningful performance improvements.


Roles and Responsibilities:

Reporting and Analysis:

Data Collection:
Collect and manage large sets of data from various sources, ensuring data integrity and accuracy.

  • Report Preparation: Prepare comprehensive reports on AIA+ app feature adoption, customer behavior, and campaign performance.
  • Performance Metrics: Develop and track key performance indicators (critical metrics) to measure the effectiveness of campaigns and app features.
  • Trend Analysis: Conduct indepth analysis of customer trends, identifying patterns and insights that can drive strategic decisions.
  • Dashboard Creation: Design and maintain interactive dashboards to visualize data and provide realtime insights to collaborators.
  • Actionable Insights: Translate complex data into clear, actionable recommendations to improve business outcomes.

Campaign Optimization:
Assist with ongoing campaign optimization to ensure creative assets perform at their best, achieving outstanding campaign results.

Tool Exploration:
Investigate and implement new tools for analytics to contribute to the team and improve overall brand performance.

Data-Driven Initiatives:
Drive initiatives by identifying issues, creating hypotheses, implementing analysis, and translating data into meaningful insights and actions - especially across the areas of supporting APP Rating & increasing support customer engagement

Customer Journey Optimization:
Optimize every touchpoint within the customer journey available in AIA+, from initial contact to post-purchase support. Ensure a seamless experience for both physical and digital interactions for each customer and agent.

Collaboration:

Work alongside/being part of Tribe, brand and change managers to manage, create, and optimize materials for AIA+ app adoption and utilization.


Minimum Job Requirements:

  • At least 610 years within Performance Marketing including but not limited to Paid Search & Paid Social
  • Analytical, yet operates strategically, with understanding of the 'big picture'
  • Competency with figures and simple calculations including pivot tables, charts and formulate.
  • Good on the tools and platforms: Google Analytics, Adobe Analytics, Excel, MS Word, PowerPoint and Outlook
  • Additional certifications across Google/Facebook/PMP and Etc. is plus point
  • Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._