Head of Digital Product

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
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