Customer Experience

**discovermarket asia Pte. Ltd. **is part of Switzerland based discoveric group, operating under the name discovermarket. Discovermarket is a digital marketplace revolutionizing insurance distribution through our innovative open insurance platform.

We are currently recruiting for a Customer Experience & Proposition Manager to join our team in Singapore, reporting to the Head of Proposition and Strategy of discovermarket, based in Switzerland.

**About discovermarket**:
**discovermarket - Distribute Connect Protect - **is an innovative and unique digital embedded insurance marketplace connecting insurers, distribution partners and service providers, and creating a global ecosystem around protection needs.

We enable our ecosystem partners to deliver embedded insurance that fits their customers’ needs and is embedded directly into their core product offering. Our distribution partners include customer facing ecosystems in the telecommunications, hospitality and agricultural verticals. These ecosystem partners access innovative, customer-centric propositions on our platform via our API hub and embed them in their core products and customer journeys. The critical elements of these propositions, including insurance capacity, are delivered by the insurers, reinsurers and prevention partners also on the discovermarket marketplace.
- **Education**:Bachelor’s degree in Business, Finance, Marketing, Design, or a related field. Master’s degree or equivalent is a plus.
- **Experience**:Minimum 5 years of working experience in customer experience, insurance proposition development, sales & pre-sales support, or a related role, preferably in the insurtech or fintech industry.
- **Skills and Language**:

- Strong analytical skills with the ability to interpret data and translate
- **The Opportunity**:

- The Proposition and Strategy team conceives of innovative propositions for the discovermarket platform and manages the relationships with insurers, reinsurers and other service providers. Additionally, the P&S team is responsible for defining the marketplace strategy of discovermarket and the cornerstones of strategic expansion, including next markets, ecosystems, and propositions. The Customer Experience & Proposition Manager will play an important role in enhancing the customer experience and developing compelling insurance propositions. You will lead the design, implementation, and optimization of customer journeys related to embedded insurance, ensuring they are seamless, engaging, and culturally fitting to our diverse customer base in South East Asia. This role involves significant interaction with insurers, brokers, and ecosystem partners to ensure the effective integration and success of our embedded insurance solutions.
- **Key Responsibilities**:

- **Customer Journey Mapping**:Lead the mapping and analysis of customer journeys related to embedded insurance to identify touchpoints and opportunities for improvement.
- **Market Research**:Conduct market research to obtain new insights on customers, competitors, market developments, and ecosystem partners.
- **Data Analysis**:Collect and analyze customer feedback and data to inform journey enhancements and support decision-making.
- **Mock-ups**:Produce mock-ups and screens for new propositions using tools such as Figma and Lucid.
- **Proposition Development**:Develop and refine insurance propositions, ensuring they are attractive, competitive, and aligned with market demands.
- **Stakeholder Engagement**:

- Collaborate with insurers, brokers, and ecosystem partners to discuss and optimize the customer journey and embedded insurance propositions.
- Engage with ecosystem partners to understand their customers, products, and services, ensuring our embedded insurance products are suitable for the distribution channel and well-priced relative to the ecosystem’s core product offering.
- Engage with local brokers, reinsurers, and primary insurers to ensure capacity and associated servicing, including contractual negotiations. Support insurers in product design and pricing as needed.
- Engage with other proposition suppliers, including data sources, prevention partners, claims partners, and other products and services to enrich the propositions on the discovermarket.
- **Collaboration**:Work closely with cross-functional teams, including product, marketing, and support, to ensure a cohesive customer experience and compelling propositions.
- **Multinational Coordination**:Coordinate with teams and stakeholders across different countries, ensuring cultural nuances and preferences are considered in customer journey designs and insurance propositions.
- **Customer Support**:Provide frontline support to address customer inquiries and issues, contributing to a positive customer experience.
- it into actionable insights.
- Excellent communication and interpersonal skills, with a track record of achieving results through effective stakeholder management.
- Proficiency in