Digital Experience, Senior Principal
AIA Group · Hong Kong, Macau
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
If you believe in developing a better tomorrow, read on.
About the Role
A capable and self-motivated business transformation professional to support the development of leading digital experience supported by Digital and Design Experience initiatives that seamlessly drive innovative acquisition, engagement, nurturing, digital user experience to unleash greater lifetime value and helps people live Healthier, Longer, Better Lives.This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.
Roles and Responsibilities:
General Management
- Support the Team Head to translate business objectives and challenges into concrete and tangible business solutions that manages business functions to align with platform strategy, roadmap and pre-defined KPIs
- Support the Team Head for planning, executing and monitoring the effectiveness of technical applications/ digital platform in achieving desired benefit
- Accountable for collaborating with stakeholders of different functions to manage business requirements, delivery prioritization and digital journey excellence for users’ applications/ digital platform
- Responsible for leading, capturing & analyzing data insights to understand users’ needs and expectations and come up with resolutions
- Accountable for the best-in-class delivery and application management and digital platform business performance monitoring and reporting
- Ensure all applications/ features/ functionalities available are comply with regulated activities and obtained the relevant licenses and fulfilled the licensing requirements
- Formulate appropriate governance and control, meeting cadences and business continuity planning to drive applications/ digital platform efficiency and deliverables management
- Develop and prepare relevant reporting and management presentation platform effectiveness and service level management
Journey and Design Excellence
- Work closely with design and relevant parties to co-design vertical and horizontal end-to-end digital journey excellence across applications/ digital platform
- Liaise with data analytics to drive actionable insights for journey excellence development and applications/ digital platform features enhancement
- Work closely with TDA, cross functional units and technical vendors to adopt agile delivery approach to drive digital engagement journey
- Liaise with design and relevant parties to collect voice of users, pain points and feedback and translate into actionable insights and journey
Delivery Management
- Support team lead to drive delivery management. Accountable for applications/ digital platform features management and enables delivery prioritization with the business agreed framework
- Lead the applications development/ deployment and delivery coordination including user UAT, L&C, production escalation, service level management, customer experience and key features reporting
- Applications/ Digital Platform strategic governance and roadmap management
- Implementation management including solution execution and coordinate user UAT with business functions, regulatory and non-regulatory clearance etc
- Conduct regular pre and post implementation reviews and make adjustment to stay relevant with the real situation
- Application/ digital platform business performance reporting and monitoring including KPI co-design with business functions, KPI reviews and reporting to Exco/SteerCo communication
Minimum Job Requirements:
- A Bachelor degree in Business/ Computer Science, post graduate degree is a plus
- At least 12+ years of working experience in Insurance, healthcare and financial industry
- Has experience in driving and executing applications/ digital platforms/ data management projects implementation and managing large scale change initiatives delivery; local or regional
- Has worked in or lead various business function within an Insurance / Financial institution in execution
- Strong strategic analysis and project/program management skills
- Has led major cross function teams in projects, with technical programming (such as Python/ Java/ SAS) and data analytics (SQL/ Oracle/ PowerBI/ Tableau etc) skills is a plus
- Comfortable managing conflict, handling tough negotiations & using both to get to optimum resolutions
- Proficient in English and Chinese written and presentation skills. Mandarin-speaking is a plus
- Ability to deliver results by leveraging resources within and outside the organization
- You are required to obtain relevant license if your job involves in regulated activities
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.