Digital Platform Manager: CX, Strategy & Delivery

Generali Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 230,000; Full time

Job summary

Generali Malaysia is seeking a senior Digital Platform Manager to lead strategy, governance and the ongoing enhancement of our customer-facing digital platforms and assets, ensuring a seamless customer experience across channels.

You will drive end-to-end platform initiatives, collaborate with marketing, technology and operations, leverage data and insights to improve performance, and lead change management and adoption to maximise platform value.

Qualifications

• Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc.
• Minimum 5 years of experience in managing online direct business and technical solution development teams.
• Experience collaborating with multiple lines of business, IT groups, and third-party vendors.
• Demonstrates critical thinking, analysis and resolution ability.
• Experience managing cross-cultural, remote teams and direct reports.

Responsibilities

• Lead and oversee all customer-facing digital platforms and assets, including point-of-sale, eCommerce, customer servicing platforms, and future digital channels
• Define and manage platform roadmaps, priorities, and enhancement initiatives aligned with business objectives
• Act as the primary business owner for digital platform performance, effectiveness, and governance
• Collaborate with technology teams and vendors to ensure platform reliability, scalability, and compliance
• Drive continuous improvement of digital platforms through UI/UX enhancements, customer journey optimization, and platform innovation
• Leverage customer feedback, user insights, and analytics to identify and prioritize improvement opportunities
• Lead change management and adoption strategies to increase platform utilization
• Champion customer-centric design and digital best practices across all touchpoints
• Oversee the end-to-end delivery of digital platform enhancements and initiatives

Skills

Digital platform management

Customer experience design

Digital adoption

Change management

Stakeholder management

Cross-functional collaboration

Project management

Communication skills

Education

Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc

Job description

Generali Malaysia is seeking a senior Digital Platform Manager to lead strategy, governance and the ongoing enhancement of our customer-facing digital platforms and assets, ensuring a seamless customer experience across channels.

You will drive end-to-end platform initiatives, collaborate with marketing, technology and operations, leverage data and insights to improve performance, and lead change management and adoption to maximise platform value.