Job Description

DescriptionPrimary Objective:

• Optimise existing end-to-end customer journeys and improve the customer experience. Ensure consistency in journey design when multiple squads impact the same customer journey
• Lead the overall ideation and development of travel, personal accident, medical, home, fire insurance products and value propositions
• Own and refine the related customer journeys to ensure a seamless e2e customer experience both online and offline
• Develop and implement omni-channel strategies along the sales funnel, including driving awareness, acquiring customers, incentivizing purchases and driving renewals and advocacy
• Develop and run tactical initiatives when needed (e.g. new purchases, renewals, referrals)
• Build relationship and grow collaborative effort with Community Banking (Retail) to identify synergies from Product Development perspectives

Key Responsibilities:

• Optimize existing end-to-end customer journeys and improve the customer experience
• Ideate, review and enhance product enhancements and innovation
• Understand customer personas, needs and pain points via Design Thinking
• Own the customer experience vision for customer segment or product/service category
• Design valuable experiences in order to serve customers seamlessly both online and offline
• Strategize and implement strategies and tactical initiatives
• Able to support in leading the team, provide coaching and guidance to Squad members where necessary

Agile Ceremonies

• Conduct & participate in agile ceremonies
• Perform other functions as authorized by the management
• Support Squad Lead to ensure alignment to journey vision and key goals
• Together with Squad Lead, plan for operationalization and scaling up developed solutions
• Bring product related and frontline process and customer related knowledge to the team
• Ensure delivery of journey against budget
• Test prototypes with customers
• Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey
• Monitor and discuss progress of recently launched products

Management of customer journeys by customer segments/ products

• Plotting and mapping of end to end customer journeys by products and segments
• Identify heat-maps within the journey and seek to rectify, improve and innovate
• Continuous improvement of journeys
• Any tasks required by Squad Lead or Head of Retail Protector
• Coordinate post-implementation review analysis
• Monthly performance tracking (target vs actual)
• Conduct yearly product review and product harmonization exercise
• Provide product training to sales where necessary
• Ensure product and operating manual guidelines are kept up-to-date and complete
• Propose system enhancements, raise CRs and perform UAT where needed
• Coordinate with Marketing & CX CoE to plan for marketing activities and collaterals
• Design, manage & initiate specific sales campaigns to incentivize sales staff
• Prepare and submit necessary reporting (e.g. quarterly BNM reporting and Yearly PIDM reporting)
• Review and analyze the various products and recommend to the management to retain, enhance or remove non-performing products
• Conduct Product innovation brainstorm and follow through.
• Brainstorm new product ideas after gathering feedback on competitors\xe2\x80\x99 products and to discuss and approve on new product ideas
• Discuss, deliberate and recommend the product design and pricing for approval to Management on new products/variation
• Review Product Design Approval Document, conduct market intelligence and Identify target market.
• Present the information on the product design, concept, collaterals, business plan and strategy to respective stakeholder for approval or endorsement
• Engage all relevant business / support teams (including IT) for inputs on all aspects of the product proposal / pricing of products
• Ensure the product design complies with policies, procedures, laws, controls and processes that have been introduced by RHBI, BNM and other regulatory bodies.
• Description and assessment of risks with analysis and mitigation strategies i.e. strategic, credit, market, operational and insurance risks.
• Pre-launch preparation

Product development

• Perform Market Research including proposal on new product ideas.

RequirementsRequirements:More than 5 years

• Design Thinking capabilities to understand customer personas, needs and pain points
• Understanding of travel, personal accident, medical, home, fire insurance products and market landscape/ future trends
• Forward-thinking strategic mindset
• Highly organized and detail-oriented when necessary to execute strategies and initiatives
• Understanding of related regulatory and compliance guidelines
• Able to balance and consider risk levels in product development
• Able to empower teams & make decisions effectively
• Ability to delegate work effectively
• Well informed on the developments in the relevant domain
• Understanding of key bank processes
• Good problem solving and analytical skills
• Innovative and creative thinking
• Ability to communicate with various levels across the organization (i.e., senior leadership, etc.,)
• Ability to collaborate with squad members & Squad Leads

BenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank