PURPOSE
At FWD, we're a different kind of insurance company. Led by our customers. Empowered by technology. We focus on today's customer needs and tomorrow's customer trends. Because the things that matter to them, matter to us.
Fresh customer experiences, with easy-to-understand products, supported by digital technology. Through this customer-led approach, we're aiming to become a leading pan-Asian insurer by changing the way people feel about insurance.
Reporting directly to the Head of Digital Synergies, you'll be collaborating closely with cross-functional teams within the organisation to deliver best-in-class customer-centric products and experiences. This role will be responsible for management of the digital product, overseeing ongoing enhancements and optimizations, as well as driving its commercial success through digital marketing capabilities.
KEY ACCOUNTAIBILITIES
DIGITAL PRODUCTS AND PLATFORMS END-TO-END DELIVERY
- Responsible for everything App & Web design, implement, and manage FWD's Mobile App, Website, Chatbot, Self-help Portal and Customer Portal
- Assist in developing strategies and a long-term vision to build best-in-class digital products
- Conduct market research, validation, and collaborate with designers, developers, and research teams
- Co-build product roadmaps that will be incorporated into the broader company product portfolio plan by working with sales, marketing, UX, IT, other internal and external clients etc.
- Manage requirements discovery, solution design, user story writing, feature development, and user acceptance testing
- Develop and maintain project plans for digital initiatives managing cross-functional resources, stakeholders, timelines, and dependencies to ensure successful delivery
- Define and track product success based on measurable metrics and communicate with prospective/early-stage product users to collect feedback. Adjust product strategy to iterate on the product to improve continually
- Lead user experience for selected digital projects focusing on new initiatives and partnerships
DIGITAL MARKETING SUPPORT
- Support the implementation of digital marketing initiatives for Email automation campaigns, Mobile App Push Notifications, A/B Testing, and Search Engine Optimization
- In view of the above, to support the execution of tactics to drive lead generation, cross-sell, and up-sell
COLLABORATE WITH MARKETING, OPS, UX/UI, IT AND DATA
- Partner with IT to manage the roadmap and backlog to ensure all capabilities are delivered on time and as expected
- Develop customer journeys with the UIUX team and ensure designs are aligned with business and technology requirements
- Assist sales & marketing in developing positioning and messaging that distinguish the company from its competitors
- Promote active usage of digital products by collaborating with relevant marketing teams
STAKEHOLDER MANAGEMENT
- Engage with cross-functional teams regularly to understand the objectives, use cases, and prioritize initiatives
- Maintain strong working relationships with internal stakeholders, regional marketing and CX counterparts, and other teams to ensure alignment on priorities and effective execution of initiatives
QUALIFICATIONS / EXPERIENCE
- Minimum 6 to 8 years experience in building software products as a product manager or product owner
- Certified SCRUM Product Owner certified (CSPO) or experience in setting up or running an agile squad, either in-house or offshore is a plus
- Data driven, experience of using consumer data to drive decision-making and being willing to question your assumptions on a regular basis
- Experience in dealing with various levels of stakeholders to shape business initiatives from initial concept stage through to delivery and support
- Experience in managing product, business, and IT stakeholders
- UI/UX and Digital Marketing experience is a plus
KNOWLEDGE, SKILLS & ABILITY
- Strong project management skills
- Interest and passion for digital marketing, beyond product management
- Ability to work in an ambitious, fast-paced, results-oriented environment
- Passionate about building great products and solving customer and business problems
- A natural preference for working collaboratively and cross-functionally
- Proactive and creative thinker who can bring new ideas to the table
- Has the ability to communicate and present well to all stakeholders with strong communication, negotiation & reporting
- Strong digital know-how, commercial focus, results oriented with growth mindset
- Strong analytical, prioritization, and negotiating skills
- Effective team player with great communication skills and supervisory experience
- Ability to work simultaneously with multiple people
- Independent, strong hands-on approach and enthusiastic learner
