Snr Spclst, Family Protection

3 months ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour
- Regular Hours
Monday - Friday- Business Area
- Insurance- Location
- Malaysia - Kuala Lumpur- Description

**Primary 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’ 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.
- Requirements

**Requirements:
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 effecti

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