Digital Vision and Strategy
Define and set the digital strategy, working with both internal and external
stakeholders to build and communicate the strategic importance of digital while
aligning with broader organizational strategy.
Leadership and Direction
Communicate the local action plan; explain how this relates to the function’s
strategy and action plan and the broader organization’s mission and vision;
motivate people to achieve local business goals.
Implement the formal development framework for a team, with guidance from
senior colleagues. Provide informal coaching to others throughout the
organization in area of expertise.
Data-driven Product and Service Improvement
Develop data-driven analyses to surface new opportunities to differentiate and
improve products and user experiences, ensuring consistency across digital
products, services, and channels.
Support customer and market research by performing customer and market
research and analysis techniques.
Manage the development and/or delivery of a significant element of the
organization’s product/service development program, creating and driving the
product/service road map and managing the backlog.
Design and build appropriate digital solutions for TIH in line with its key objective
of excellent consistent customer experience (sales and service).
Design and build features and solutions including but not limited to sales and
service-related features across digital channels (sole accountability).
Ensure integration and alignment of digital solutions in the context of a multichannel
framework as defined by the agreed brand head.
As subject matter expert on the team keep up to date with the latest
developments in the digital space in respect of digital insurance and other
related technologies and the application to business objectives and customer
needs as well as delivery thereof.
Stay abreast of global financial institution’s strategies and best practices in
relation to digital insurance.
Understand competitor strategies and their positioning in respect of digital
Stay abreast with user experience practices, accepted user experience design
standards and methods to ensure solutions are customer-led (based on
customer needs and not just technology driven).
Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and
implement improvements while developing and delivering projects or a work
stream within the organization’s change management program. Involves working
with guidance from senior colleagues.
Project and Program Stakeholder Engagement
Together with the User Experience (UX) team, design solutions that are
customer centric (e.g., meets the needs of digital customers at all times).
Stay abreast with continuous delivery and agile practices; working in cross
Business Case Contribution
Lead development of business cases to quantify current costs, justify project
investment, and identify the return on investment.
Technical Developments Recommendation
Discuss and recommend technical developments to improve quality of the
website/portal/applications software and supporting infrastructure to better meet
Together with IT:
Ensure the best possible use of technology to lower the cost of service whilst
providing scalability and access via other channels.
Assist the channel plan and design team in managing the delivery of supporting
processes to take the capabilities to market.
Project and Program Realization of Business Benefits
Develop and manage the delivery of a plan to evaluate and track business
benefits and to identify actions needed to maximize these.
Achievement of projected quality objectives for business benefits; Quality
standards including adoption rate of features upon delivery, Achievement of
projected targets on different business case projections, Realization of intended
customer experience benefits based on UX dashboard and metrics, Realization
of projected sales and cross sell targets, Realization of intended cost reduction
targets, Realization of migration targets to digital channels.
Achievement of time related objectives including adherence to delivery
commitments and critical milestones achievement such as: Scheduled
showcases to business,
Kick-off of iterations, Working features every two weeks,
Discovery and inception timelines, Delivery of programme and projects on
agreed timelines, Customer interviews and research done in time.