Customer Experience Programme Analyst (12-month fixed term)

Your Role with Us \| Tō Tūranga ki a Mātou

As a Customer Experience Programme Analyst (12 months fixed term contract) in our Customer team, you’ll play a key role in bringing our Customer Experience (CX) Framework to life. You’ll help deliver Voice of Customer and Voice of Intermediary programmes, turning feedback into meaningful insights that shape better experiences for our customers and partners. Working closely with stakeholders across the business, you’ll embed customer-first thinking, influence decision-making, and identify opportunities for improvement. This is an exciting opportunity to grow your analytical and storytelling capability while making a real impact on how we design and deliver exceptional customer experiences.Your Impact \| Tō Pānga

• Deliver Voice of Customer and Intermediary programmes that capture meaningful insights and strengthen understanding of customer and adviser experiences.
• Analyse feedback and uncover opportunities to improve key moments across the customer and adviser journey.
• Create compelling insights and reporting that enable informed decisions and drive continuous improvement.
• Maintain and evolve CX frameworks to ensure they remain relevant, effective, and aligned with business needs.
• Champion customer-centric thinking by partnering with stakeholders to embed CX principles across the organisation.

Your Capabilities \| Ō Āheinga

• You have experience in customer experience, insights, or service roles, ideally with exposure to Voice of Customer programmes or similar initiatives.
• You bring strong analytical and problem-solving skills, with the ability to turn data into actionable insights and recommendations.
• You communicate clearly and tell engaging stories, translating complex information into meaningful messages for diverse audiences.
• You build strong relationships and collaborate effectively, supporting alignment and shared success across teams.
• You take a customer-focused approach, balancing business needs with a deep understanding of customer perspectives.
• You may also have experience with CX platforms (e.g. Medallia) or market research, enhancing your ability to deliver impactful insights.

At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands-on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve.

We welcome and value people from all walks of life. Whatever your background, identity, or lived experience, we believe your unique perspective can help us achieve our purpose. If you’re excited about this role but don’t meet every requirement, we encourage you to apply.

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

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