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

Job Purpose

- The Head of Digital/CX/Customer Engagement 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

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 

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