Associate Director, Customer AI & Analytics Product Management

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives. To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone. If you believe in developing a better tomorrow, read on.  About the Role Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly. This role is responsible for defining and driving the end-to-end AI and analytics strategy for Customer & Marketing (C&M), transforming existing workflows into AI-enabled products and agent-driven operating models. The role bridges business strategy, analytics, and AI innovation to deliver scalable use cases, including campaign factories, agentic reporting, and enterprise AI assistants. Roles and Responsibilities: 1. Drive Task-to-Product Transformation Convert fragmented tasks into scalable AI-driven products, including an AI agent factory model. Define clear end-user products and outputs, such as campaign outputs and analytics products. 2. Data Collection Definition & Requirements Define what data needs to be captured across each digital and customer touchpoint (web, mobile, CRM, policy systems, campaign channels) and specify the precise events, attributes, and context required for downstream analytics Own the event taxonomy and data collection standards: document business requirements in structured data specifications and hand these to IT and engineering teams for instrumentation 3. Design AI Agent-Enabled Workflows Identify and define AI agent use cases across end-to-end workflows. Define how AI can support: campaign design & execution; reporting & analytics automation; social media content generation 4. Enable Business Impact & Use Case Delivery Partner with business teams to upskill users in AI capabilities and deliver practical use cases, including campaigns, rewards, and engagement journeys. 5. Define AI Tooling & Ecosystem Strategy Identify and evaluate AI tools and platforms available internally and externally. Work with CTO and technology teams to secure access to required tools, such as GitHub Copilot, and define the appropriate architecture, whether multi-tool or integrated front-end. Ensure solutions align with compliance, governance, and risk management requirements. 6. Drive Innovation & Capability Building Act as the innovation lead for AI-powered transformation. Build and maintain a roadmap for AI adoption across priority business areas. Introduce new ways of working enabled by AI to improve productivity, scalability, and quality of delivery.   [For People Manager only] Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements Minimum Job Requirements: University degree, preferably in computer science, data science, analytics, or a related discipline. Minimum 10 years of experience in advanced analytics, product or platform development, customer or marketing analytics, or related roles within large, complex organizations Proficiency in AI tools, with demonstrated ability to pioneer practical AI applications across different business scenarios. Strong experience leading or orchestrating large‑scale, cross‑functional initiatives, with proven ability to provide thought leadership on customer journeys and support the definition of customer or functional strategies. Strong business acumen, with demonstrated strategic, critical, and analytical thinking to structure complex issues and translate insights into pragmatic execution frameworks. Strong communication, influencing, and stakeholder management skills, with comfort operating without direct authority. High integrity, sound judgement, and strong risk awareness, balancing governance requirements with business agility. Others: You are required to acquire the relevant license(s) if your job involves regulated activities Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.