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Digital Product & Experience Manager

Salary undisclosed

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About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit

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.

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

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

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