Senior Specialist, Digital Innovation

About the Role

We are seeking a highly motivated Senior Specialist, Digital Innovation (Web) to join RHB Insurance Berhad (RHBI). This role is responsible for driving the delivery, governance, and continuous enhancement of RHBI's Online Platforms. You will work closely with the Head of Department (HOD), business units, and internal stakeholders to align business and technical requirements, deliver omni-channel digital products and services, and support RHBI's broader digital ecosystem growth strategy.

What you will be doing

• Responsible for the delivery of all Online Platform initiatives and business-as-usual (BAU) activities

• Work closely with HOD, business units, and internal stakeholders to align business and technical requirements for RHBI's digital platforms

• Oversee platform project governance, compliance, and regulatory processes including BNM notification, GDTC, GMC, and Risk/Audit/Compliance matters

• Support the development of the platform strategy in line with Group Insurance's strategic goals

• Liaise with Group Digital COE and RHBIT teams (developers, UI/UX, business analysts, project managers, business architects, and transformation office) to ensure timely delivery of initiatives

• Review customer feedback from CRC and Group Experience Design user testing to continuously enhance customer experience (CX)

• Collect and analyze user data and behaviour to identify trends, insights, and innovative recommendations to drive platform growth and maturity

• Refine and review business requirements, user stories, functional documents, workflows, and ensure proper documentation and sign-offs

• Approve test scripts, support UAT, regression testing, and post-implementation activities

• Provide 3rd level support to operations teams and call centers; escalate, prioritize, and manage recovery for system issues

• Drive RHBI's e-Channel and digital ecosystem growth by developing strategies to shift consumer adoption towards digital insurance solutions

• Plan and execute initiatives to drive portfolio growth, customer acquisition, and retention

• Develop and deliver integrated marketing and content strategies across App and Web to meet adoption and acquisition goals

• Monitor performance metrics and refine strategies to achieve business objectives

• Manage and optimize digital marketing initiatives, content roadmap, and lead-generation activities

• Act as the key point of contact for external marketing agencies and internal teams to ensure effective campaign delivery and budget optimization

• Plan and drive training initiatives to educate internal stakeholders on digital products and services

• Support ecosystem partnership identification, cross-collaboration campaigns, and initiatives with Group Banking stakeholders

What we're looking for

• Degree in Information Technology, Digital, Business, Marketing, or a related discipline

• Minimum 5–8 years of experience in digital platforms, web innovation, digital transformation, or eChannel management

• Strong understanding of digital platform governance, regulatory compliance, and project delivery

• Experience working with cross-functional teams including IT, digital, marketing, and business stakeholders

• Strong analytical skills with the ability to interpret user data and customer insights

• Proven experience in digital marketing, content strategy, and customer acquisition initiatives

• Excellent stakeholder management, communication, and problem-solving skills

• Self-driven, proactive, and passionate about digital innovation and customer experience

What we offer

At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and meaningful opportunities for professional development and career growth. If you are passionate about driving digital innovation and shaping the future of insurance, we encourage you to apply and be part of our journey.