Head of Digital/CX/Customer Engagement (Life Insurance Project)

Job Purpose

- The job holder is responsible for understanding, creating and operationalizing the Business's digital strategy and transformation agenda.

- The job holder is responsible for setting up and leading cross-functional teams to define and build desirable, feasible, viable and sustainable products that meet customer needs over the product-market lifecycle. 

Key Accountabilities (1)

Agile Product Development

• Provide direction to Product Owners, Senior Product Owners, and other squad members to successfully meet objectives.
• Participate in daily scrum activities of different squads to provide guidance and solve challenges they face.

Product Marketing 

• Co-create and lead product launches together with Product Owners and Senior Product Owners 

Key Accountabilities (2)

Strategic Planning

• Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
• Manage resources (tools, tribe capability, and financials) to ensure products are delivered and implemented within budget (Profit and Loss).
• Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required products.

Managing Projects

• Oversee coordination and delivery of products across squads and ensure timely delivery of products in accordance to timeline set. 
• Monitor and evaluate successful implementation of products while developing enhancements based on implementation results/responses.
• Design and set product development priorities with evaluation and inputs from Data and Technology Tribes, ensuring products are delivered at the speed of markets.

Managing Stakeholders 

• Manage strategic relationships with other tribes and squads, ensure that overall business objectives are being achieved through the translation of strategic plans into operational plans and guiding the execution of said plans. 

Key Accountabilities (3)

People Management

• Oversee human resources planning and execution (headcount & costs) of their function
• Attract, onboard and retain the right talents for a high- performing team
• Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
• Manage function performance & provide feedback regularly (following the annual performance management cycle);
• Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
• Motivate and recognize team members’ contributions towards the team’s shared goals
• Identify and monitor personal, professional development and career advancement of talents in the function
• Act as a role model and promote corporate culture at function level
• Understand & communicate relevant HR offerings to team members. 

Success Profile - Qualification and Experiences

Domain Expertise 

• 12+ years of relevant experience in agile project management experience within Life Insurance industry, with 08+ years of experience in managing a team
• At least 2 years of experience in managing communications with senior leadership team in an organization
• Experience in analytics or consulting industry with knowledge in conceptualizing business requirements to analytical solutions

Agile / Digital Experience 

• Proven track-record in leading company-wide digital transformation initiatives and change management
• Mastery and rich work experience on SDLC and Agile procedures to guide development team to be more efficient
• Deep experience in product and journey design in digital capability preferably in financial services industry.

Qualifications 

• Bachelor's or Master's Degree in a technical or business management discipline