Delivery Manager – Customer Experience Platforms & Marketing Technology

Income Insurance Limited; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A major insurance provider in Singapore is seeking a Technology Delivery Leader to oversee solutions across CRM, customer engagement platforms, and contact center technologies. The role requires managing cross-functional teams, ensuring seamless integration of technology, and a strong emphasis on customer communication strategies. Candidates should possess a degree in Computer Science or Engineering and at least 10 years of experience in technology delivery and architectural leadership. Join us to lead mission-critical customer technology programs and innovate with emerging technologies.

Benefits

Opportunity to innovate with emerging technology

Lead impactful customer technology programs

Collaborate with a talented team

Qualifications

• 10+ years in technology delivery and architectural leadership.
• Experience with contact center technologies and integration.
• Proven project management skills with Agile methodologies.

Responsibilities

• Own the design and delivery of customer solutions across various platforms.
• Lead teams in modernizing contact center capabilities with AI.
• Manage customer communication technology projects from inception to implementation.

Skills

Cross-functional team leadership

Cloud infrastructure (Azure, AWS)

Excellent communication skills

Problem-solving skills

Customer-centric focus

Education

Bachelor’s or Master’s degree in Computer Science or Engineering

Tools

Microsoft Dynamics

Salesforce

Job description

Key Responsibilities:

Technology Delivery & Solution Ownership:

• Own the end-to-end design and delivery of solutions across CRM (e.g., Dynamics, Salesforce), customer engagement platforms, marketing tools, and contact center technologies.
• Lead cross-functional engineering teams and oversee delivery across all stages — from discovery and architecture to deployment and optimization.
• Translate business requirements into scalable, integrated technical solutions with a strong focus on performance, data integrity, and maintainability.

Contact Centre Technology Leader:

• Deliver omnichannel contact center capabilities including voice, chat, IVR, and digital touchpoints.
• Drive modernization through AI‑based features such as agent assist, sentiment detection, and self‑service automation (as applicable).
• Ensure seamless integration between contact center systems, CRM, and knowledge bases.

Customer Communication Technology Leader:

• Lead the development of customer communication strategies across multiple channels (email, SMS, letters, etc.) to ensure consistency, personalization, and a high‑quality customer experience.
• Work closely with stakeholders in marketing, customer service, and product teams to align communication strategies with company goals.
• Design the strategy for letter/document generation and maintenance lifecycle.

Engineering Team Leadership:

• Lead, grow, and mentor a team of developers, architects, and DevOps engineers — in‑house and partner‑based.
• Enforce modern software development practices (CI/CD, test automation, observability, cloud‑native design).

Cross‑Platform Integration & Data Flow:

• Manage data flow and orchestration across customer‑facing systems, ensuring unified customer views and real‑time insights.
• Work closely with data, analytics, and compliance teams to ensure alignment with privacy and governance policies.

GenAI (Supportive Scope):

• Explore and pilot GenAI use cases to support customer service (e.g., call summarisation, knowledge retrieval), content generation for marketing, and automation of repetitive tasks.
• Partner with enterprise AI and innovation teams to integrate approved GenAI capabilities into existing platforms where it enhances experience and productivity.

Technology Delivery & Project Management:

• Manage and oversee the delivery of customer communication technology projects from inception to implementation.
• Ensure the successful integration of communication platforms with CRM systems, billing systems, and other relevant internal tools.
• Create project timelines, milestones, and budgets, and manage resources efficiently to meet deadlines and quality standards.

Platform Management and Optimization:

• Oversee the configuration, management, and optimisation of communication platforms and tools.
• Monitor system performance and user experience to identify opportunities for improvement and efficiency gains.
• Lead efforts to automate communication workflows and processes, improving speed and accuracy while maintaining a high level of customer satisfaction.

Compliance and Regulatory Management:

• Ensure all customer communication adheres to legal and regulatory requirements, including data privacy and security standards (e.g., PDPA, MAS, etc.).
• Implement protocols and procedures to regularly audit and review customer communications to maintain compliance.

Required Experience & Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 10+ years of experience in technology delivery with strong architectural, engineering, and platform leadership experience.
• Proven experience with CRM platforms (Microsoft Dynamics, Salesforce), marketing automation tools, and enterprise integration.
• Strong background in contact centre technologies and their integration into broader customer ecosystems.
• Experience managing large‑scale cross‑functional technology programmes with full accountability.
• Excellent understanding of cloud infrastructure (Azure, AWS), API management, and security principles.

Preferred Qualifications:

• Exposure to customer data platforms (CDPs), journey orchestration tools, and identity resolution frameworks.
• Experience with GenAI tools and frameworks (e.g., OpenAI, Azure OpenAI, Claude, etc.) in applied business contexts.
• Industry experience in telecom, banking, retail, or digital consumer products.
• Certifications in relevant platforms (Dynamics, Salesforce, AWS/Azure, Agile/SAFe).
• Technical Expertise: Strong understanding of communication platforms (email, SMS, letters, etc.), CRM systems, and automation tools. Familiarity with API integrations, content management systems, and related technologies.
• Project Management: Proven experience in managing large‑scale projects, with expertise in Agile or Scrum methodologies.
• Communication Skills: Excellent written and verbal communication skills with the ability to engage technical and non‑technical stakeholders effectively.
• Problem‑Solving: Ability to identify complex issues and deliver innovative solutions that address both customer and business needs.
• Customer‑Centric Focus: Passion for improving the customer experience and delivering value through effective communication.
• Preferred Skills:
• Experience with customer communication platforms such as Twilio, Salesforce, and other relevant systems.
• Knowledge of insurance‑specific customer communication needs, such as policy letters and payment notifications.
• Experience with data privacy regulations and compliance, particularly in the context of customer communications.
• Experience with customer document platforms such as Pitney Bowes, OpenText, or other relevant systems.

Why Join Us?

• Lead mission‑critical customer technology programmes with full autonomy and impact.
• Architect and deliver modern platforms that support both operational excellence and personalised engagement.
• Work with a talented team and best‑in‑class technology stack — with the opportunity to innovate responsibly using emerging tech like GenAI.
• Be part of a transformation journey focused on customer value, intelligent automation, and digital scale.