Senior Journey Owner at Telesure Investment Holdings (TIH)

Job Purpose

• Participate in the formulation of the TIH Online Channel strategy (i.e. Web and Mobile). Assist the Plan and Design team with market research and understand customer needs. Perform competitor, sector, industry, and global trend analysis to support the planning, drive the design and execute the online solutions for TIH’s relevant segments (e.g., STI, Life, BI and VAPS).

Responsibilities

Leadership and Direction 

• Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

Building Capability 

• Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise.

Data-driven Product and Service Improvement 

• Develop data-driven analyses to surface new opportunities to differentiate and improve products and user experiences, ensuring consistency across digital products, services, and channels. Support customer and market research by performing customer and market research and analysis techniques.

Product/Service Development 

• Manage the development and/or delivery of a significant element of the organization's product/service development program, creating and driving the product/service road map and managing the backlog. Design and build appropriate digital solutions for TIH in line with its key objective of excellent consistent customer experience (sales and service). Design and build features and solutions including but not limited to sales and service-related features across digital channels (sole accountability). Ensure integration and alignment of digital solutions in the context of a multi-channel framework as defined by the agreed brand head.

Horizon Scanning 

• As subject matter expert on the team keeps up to date with the latest developments in the digital space in respect of digital insurance and other related technologies and the application to business objectives and customer needs as well as delivery thereof. Stay abreast of global financial institution’s strategies and best practices in relation to digital insurance. Understand competitor strategies and their positioning in respect of digital channel solutions. Stay abreast with user experience practices, accepted user experience design standards and methods to ensure solutions are customer-led (based on customer needs and not just technology driven).

Improvement / Innovation 

• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Project and Program Stakeholder Engagement 

• Together with the User Experience (UX) team, design solutions that are customer centric (e.g., meets the needs of digital customers at all times). Stay abreast with continuous delivery and agile practices; working in cross functional/multidisciplinary teams.

Business Case Contribution 

• Lead development of business cases to quantify current costs, justify project investment, and identify the return on investment.

Technical Developments Recommendation 

• Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs. Together with IT: Ensure the best possible use of technology to lower the cost of service whilst providing scalability and access via other channels. Assist the channel plan and design team in managing the delivery of supporting processes to take the capabilities to market.

Project and Program Realization of Business Benefits

• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these. Achievement of projected quality objectives for business benefits; Quality standards including adoption rate of features upon delivery, Achievement of projected targets on different business case projections, Realization of intended customer experience benefits based on UX dashboard and metrics, Realization of projected sales and cross sell targets, Realization of intended cost reduction targets, Realization of migration targets to digital channels. Achievement of time related objectives including adherence to delivery commitments and critical milestones achievement such as: Scheduled showcases to business, Kick-off of iterations, Working features every two weeks, Discovery and inception timelines, Delivery of programme and projects on agreed timelines, Customer interviews and research done in time.

Education

• BCom Business or BSC Information Technology/Systems degree or similar (Essential); Product Owner certification (Advantageous); MBA (Advantageous); Hons (Advantageous)  (Required)

Experience

• 6 to 10 years experience to deal with the majority of situations and to advise others (Essential); Product development experience (Essential); Experience in a similar role within the Financial Services Industry (Advantageous).  Managerial Experience: 3 to 6 years experience planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential).