Assistant Manager - Digital Customer Platform

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading insurance firm in Singapore is looking for a professional to enhance their digital customer experience across platforms. The role involves translating business needs and customer expectations into functional requirements, designing end-to-end digital journeys, and collaborating with cross-functional teams. Candidates should have a strong understanding of customer journeys, innovative thinking, and knowledge of digital solutions, as well as familiarity with Agile methodologies and insurance processes. This position offers an opportunity to make a significant impact on customer satisfaction and business effectiveness.

Qualifications

• Strong understanding of customer journeys and service models.
• Ability to translate business needs into functional requirements.
• Familiarity with insurance processes, procedures, and policies.

Responsibilities

• Develop deep understanding of the insurance customer journey.
• Support design of end-to-end digital journeys.
• Define test scenarios and support UAT.

Skills

Digital innovation

Strategic thinking

Data-driven decision making

Cross-functional collaboration

Agile methodologies

Education

Bachelor's degree in Business Analysis or related field

Tools

Mobile technology

APIs

Job description

To support the delivery of a secure, customer‑centric Digital Customers Platform (Mobile app and web) by translating business intent, customer needs and regulatory requirements to scalable digital capabilities. The role partners closely with product, technology, operation and business team to enable consistent, compliant, and customer‑centric journeys across Digital customers platform.

Key Responsibilities:

• Develop deep understanding of insurance customer journey, business processes and service model
• Identify customer pain paints and business gaps to inform digital capability design
• Support design of end‑to‑end digital journeys, ensure solutions align with customer experience principles and business outcome
• Translate business needs into clear functional requirements and user stories
• Define platform capabilities with reusability and scalability in mind
• Ensure alignment across journeys, and markets
• Ensure regulatory, privacy and security requirements are embedded by design
• Support audit, risk and compliance reviews through clear documentation
• Support Agile delivery through backlog grooming and sprint collaboration
• Define test scenarios and support UAT to ensure deliverables meet business intent and customer expectation before release
• Support release communication and operational readiness
• Support continuous improvement through post deployment insights

• Embrace digital innovation and are passionate about creating seamless customer experiences across platforms.
• Think strategically and can translate business objectives into actionable digital solutions.
• Collaborate effectively with cross‑functional teams, bringing clarity and alignment to complex projects.
• Are data‑driven, able to use insights to guide decisions and continuously improve performance.
• Adapt quickly in a fast‑paced environment and thrive on solving challenges creatively.
• Champion governance and compliance, ensuring security and trust in every customer interaction.
• Have knowledge on:
  • Mobile technology, IoT, app ecosystem and APIs (preferably)
  • Great Eastern's insurance processes, procedures, and policies
  • Fundamentals of Business Analysis