Head of Digital Product & Experience Job Vacancy in FWD Insurance Singapore – Updated today

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Full Details :
Company Name : FWD Insurance
Location : Singapore
Position :

Job Description : Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group, and spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah and Family Takaful products across a number of its markets.
In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.
Similarly, if you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.
PURPOSE
Digital channels, products and services are essential for our business model. With this role, we aim to create and enhance innovative digital solutions to help our customers to purchase and get service using the latest technology available. In addition, this role will be responsible for the business management of the digital products (e.g., website, mobile app, web analytics, chatbot and customer portal) and their commercial success.
This role will lead a delivery team of designers and developers to manage digital products. This role will bring alignment for viable ideas to help business goals and communicate consumer needs into new product features for the team to design and develop.
This role will be:
Leading a delivery team of designers, developers and CRO/analytics experts to manage digital products
Own the digital products (e.g., website, mobile app, web analytics, chatbot and customer portal) and their commercial success
Own the vision, deliveries, and KPIs through digital product development such as usability stats and performance metrics to continue improving and promoting product usage
Drive the digital product roadmap and enhance Website, Chatbot, Mobile App, Self-help, Customer Portal etc., to deliver features that facilitate purchase and self-help in areas with customer demand
Lead digital experience and deliver conversion rate optimisation strategy for our “digital next” ambition
Having a growth mindset and help us to improve media and creative performance using web and customer analytics
Bridging between Sales, Marketing, IT, Data, COE and the business operations to support digital products and service initiatives
KEY ACCOUNTAIBILITIES
UXUI, WEBSITE AND DIGITAL PRODUCTS END-TO-END DELIVERY
UX/UI Management
Spearhead a team of UX/UI specialists to deliver and continuously improve website and digital sales journeys with an ecommerce lens
Work with design & business teams to strategize on the design language & creative theme to ensure best-in-class user experience. Develop engaging, creative, and innovative user interface design practices to achieve the objectives
Use working knowledge of behavioral & data design models, UI/UX, for building engaging and humanized experience on digital
Website and Digital Products Delivery:
Lead a delivery team of UXUI designers and developers for delivery of digital products, web projects and enhancements. Build product roadmaps that will be incorporated into the broader company product portfolio plan
Responsible for everything Web; design, implement, and manage customer facing web projects in working with sales, marketing, UX, IT, other internal and external clients etc
Responsible for management of multiple web projects simultaneously, including the FWD’s public website, next gen, customer portal, blog, help and support portal and other online web properties
Groom, develop and lead a team of people that manage the digital products and online web properties. It will be a mix of front-end developers / UX UI specialist to deliver projects
Simplify web processes with technology to drive both cost savings and revenue generation e.g. Instant renewals on website
DIGITAL PRODUCTS OWNERSHIP AND ROADMAP MANAGEMENT
Lead the ideation and launch of innovative digital products and services
Conduct user research and usability studies, market research, validation, and collaborating with designers, developers, and research teams from end to end of the process
Oversee and manage requirements discovery, solution design, user story writing, feature development, and user acceptance testing
Define objectives and key results for each digital product initiative and analyse metrics that inform the success of products. Monitor and evaluate product performance to ensure constant product iteration and improvements
Lead the deliveries, KPIs for usability and performance metrics to help achieve business goals. Collaborate with sales, product, and marketing teams on goals
PARTNER WITH MARKETING, OPS, UX/UI, IT AND DATA
Partner with IT to manage the roadmap and backlog to ensure that IT delivers all capabilities on time and per expectation
Work with the IT team to design and deliver web-based software applications and mobile apps to achieve business goals. Ensuring the regular delivery of digital and web projects in accordance with Agile
Partner with the executive teams to identify key capabilities needed as well as identifying potential issues
Work with product marketing to develop positioning and messaging to ensure differentiation from competitors. Collaborate with relevant marketing teams to drive higher active usage of digital products
Develop and implement data pipelines that extract, transform, and load data into an information product
STAKEHOLDERS MANAGEMENT
Work with leadership teams and across functions to understand the objectives, use cases & implement the initiatives
Build strong working relationships with internal stakeholders, regional marketing & CX/Ops counterparts and other teams to ensure alignment on priorities and execution of initiatives and best practices
QUALIFICATIONS / EXPERIENCE
Bachelor’s or master’s degree in business, marketing, communications, public relations or related field
10+ years of career with core experience in CX, DX, performance, and analytics
Proven experience in optimising digital marketing and sales activities, leading to measurable improvement in online sales and business generation environment
Should have a strong background in digital optimisation, experience design & communications. Strong understanding of marketing technology
Experience managing UX/UI projects with key focus on rapid prototyping and design thinking
Excellent analytical skills with ability to navigate through complexity & ambiguity
Experience with A/B and Multivariate testing with knowledge of Analytics and Optimisation tools – Google Analytics 360, AB Tasty
Experience influencing cross-functional teams with metrics that demonstrate improvements in both business development and optimisation
Strong marketing and business mindset backed with good problem-solving skills
KNOWLEDGE, SKILLS & ABILITY
Ability to work in an ambitious, fast-paced, results-oriented environment
Strong digital know-how, commercial focus, results oriented with growth mindset
People management skills, cross-functional collaboration skills along with high stake holder management skills are highly required for the role
Comfortable dealing with ambiguity; ability to drive clarity in difficult or confusing situations
People management skills, cross-functional collaboration skills along with high stake holder management skills are highly required for the role
Ability to oversee customer research and analysis, able to develop, implement, and cause adjustment to functional strategies and plans to ensure competitive pricing, customer satisfaction, innovative product development
Monitors data, analyses and reports results e.g. NPS, CXI and recommends/takes corrective actions to ensure the achievement of mission and CX objectives
Ability to oversee the development and implementation of UX opportunities that meet the growth objectives of the business
Hands-on approach and enthusiastic learner
Strong communication, negotiation & reporting skills

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