Case Study: AIA Singapore achieves faster decision-making and improved customer service with Tableau Software

AIA Singapore maximizes business performance with Tableau center of excellence

AIA Singapore, part of the AIA Group in the Asia‑Pacific, faced slow, opaque processes from insurance application to issued policy and relied on infrequent reports and experienced staff to diagnose delays. Dion Thorpe’s Enterprise Data team established a Tableau centre of excellence to drive a data‑first culture, train users, and give the business clearer visibility into customer journeys and operational bottlenecks.

Using Tableau dashboards and shared templates, teams now monitor applications and performance daily, combine sales, claims and AIA Vitality data for deeper customer insights, and answer questions in meetings instead of waiting days. The results: faster policy issuance and better customer service, broader employee adoption (about 1 in 4 users), more strategic decision‑making, and a scalable analytics approach that’s accelerating collaboration across markets.

AIA Singapore

Dion Thorpe

Senior Manager – Enterprise Data, Strategy and Transformation