Assistant Manager - Digital Customer Platform

To support the delivery of a secure, customer-centric Digital Customers Platform (Mobile app and web) by translating business intent, customer needs and regulatory requirements ito scalable digital capabilities. The role partners closely with product, technology, operation and business team to enable consistent, compliant, and customer-centric journeys across Digital customers platform. 

Key Responsibilities: 

• Develop deep understanding of insurance customer journey, business processes and service model  


• Identify customer pain paints and business gaps to inform digital capability design 


• Support design of end-to-end digital journeys, ensure solutions align with customer experience principles and business outcome 


• Translate business needs into clear functional requirements and user stories 


• Define platform capabilities with reusability and scalability in mind 


• Ensure alignment across journeys, and markets 


• Ensure regulatory, privacy and security requirements are embedded by design 


• Support audit, risk and compliance reviews through clear documentation 


• Support Agile delivery through backlog grooming and sprint collaboration 


• Define test scenarios and support UAT to ensure deliverables meet business intent and customer expectation before release 


• Support release communication and operational readiness 


• Support continuous improvement through post deployment insights

• Embrace digital innovation and are passionate about creating seamless customer experiences across platforms. 


• Think strategically and can translate business objectives into actionable digital solutions.


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  Collaborate effectively with cross-functional teams, bringing clarity and alignment to complex projects. 

  Are data-driven, able to use insights to guide decisions and continuously improve performance. 

  
  


• Adapt quickly in a fast-paced environment and thrive on solving challenges creatively.


• Champion governance and compliance, ensuring security and trust in every customer interaction. 


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  Have knowledge on:

  • Mobile technology, IoT, app ecosystem and APIs (preferably) o Great Eastern's insurance processes, procedures, and policies 
  
  
  • Fundamentals of Business Analysis