Technical Delivery Analyst

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:

We have a newly created opportunity available for a Technical Delivery Analyst to play a key role in supporting the delivery of AIA Financial Services' strategic priorities, partnering with business leaders and stakeholders to drive growth, retention and operational optimisation initiatives. Working closely with the Head of AIAFS Enablement, the role helps translate strategy into action by developing delivery plans, communications and business initiatives that place customer needs and Voice of the Customer insights at the centre of decision making and execution. This role also provides both business analysis and technical support for Salesforce and related systems, contributing to solution design, configuration, development, testing and release activities. In addition, the Technical Delivery Analyst supports internal and external communications, ensuring messaging aligns with AIAFS's purpose, culture and strategic direction while enabling the successful delivery of change initiatives across the business.

To do this successfully you will:

• Establish and maintain the data, reporting and tracking frameworks required to support strategic initiatives, business performance and growth outcomes
• Develop actionable project plans, communications and business collateral that enable the successful delivery of key strategic priorities
• Partner with internal and external stakeholders to drive execution, align delivery timelines and ensure customer, revenue and growth objectives are achieved
• Champion customer centric thinking by embedding Voice of the Customer insights into initiative design, decision making and delivery
• Support customer retention, engagement and revenue growth initiatives by identifying opportunities to optimise customer journeys, reduce lapse rates and enhance long term value
• Drive continuous improvement and operational efficiency through Salesforce and related platforms, supporting requirements gathering, solution design, configuration, testing, release management and reporting
• Leverage AI, automation and analytics tools, including AgentForce and Salesforce capabilities, to generate insights, improve customer engagement, streamline processes and enhance business performance

Successful applications will demonstrate:

• Tertiary qualification in Data Science, Mathematics or a related discipline, with experience in data analysis, reporting and business insights
• Experience working within financial services, wealth management or insurance, knowledge of financial planning CRM systems, Salesforce certifications and exposure to Microsoft Access and VBA
• Proven experience working with Salesforce and AgentForce in a Business Analyst, CRM or technical delivery capacity, including requirements gathering, testing and solution design
• Strong technical skills across data management, SQL, SAS, Excel, Power BI and Tableau, with the ability to translate data into actionable business insights
• Demonstrated analytical and problem solving capability, using data, trends and thematic analysis to identify opportunities and drive business improvement
• Experience supporting technology and business change initiatives, including user stories, acceptance criteria, release management and stakeholder engagement
• Passion for leveraging AI, automation and emerging technologies to improve reporting, operational efficiency, customer outcomes and decision making
• Excellent communication, collaboration and stakeholder management skills, with a proactive approach, strong attention to detail and the ability to deliver high quality outcomes in a fast paced environment

Why choose AIA:

• 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 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

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. As the largest listed company on the Hong Kong Stock Exchange, we've been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

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.

Inspiring and supporting you to thrive - not just at work, but in life.

Believe in better with AIA.

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Bring your difference to AIA