Executive, Growth Experience

Income Insurance Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Income Insurance Limited is seeking an energetic professional to help optimise customer self-service journeys across our mobile app and Unified Portal. You will translate business needs into well-defined user stories, collaborate with UX, product and tech teams, and coordinate testing and releases.

The role emphasizes strong stakeholder management, data-driven improvements and adherence to governance standards. Relevant insurance or financial services exposure is a plus.

Qualifications

• Diploma/degree in business, marketing, communications, design, information systems or related discipline.
• 1+ year of relevant experience in digital product delivery, UX/UI, business analysis, project coordination or platform operations.
• Proficient in writing user stories and documenting requirements clearly.
• Experience testing digital journeys and validating fixes before release.

Responsibilities

• Support end-to-end optimisation of customer self-service journeys across the Income mobile app and Unified Portal.
• Gather and translate requirements into user stories and acceptance criteria.
• Collaborate with stakeholders, UX designers, product owners and technology teams to shape practical solutions.
• Coordinate user acceptance testing, regression testing and release validation.
• Monitor platform feedback, service issues and customer complaints; investigate root causes and implement improvements.
• Use customer feedback and analytics to identify friction points and measure impact of changes.
• Support platform initiatives from discovery through implementation with stakeholder coordination.
• Maintain backlogs, trackers and documentation; provide regular delivery updates.
• Ensure changes follow risk, compliance, security, accessibility and release governance.
• Contribute ideas to improve self-service adoption and customer experience.
• Undertake other digital experience projects as assigned.

Skills

Digital product delivery

UX/UI

Business analysis

Agile delivery

User stories

Testing journeys

Figma

FigJam

Miro

Google Analytics

Firebase

Appsflyer

Stakeholder management

Attention to detail

Analytical thinking

Insurance knowledge

Education

Diploma/degree in business, marketing, communications, design, information systems or related

Job description

SUMMARY OF TEAM / DEPARTMENT

At Income, our purpose is to make protection possible for every story. Through our mission of Inclusive Protection, we strive to protect every life in Singapore with solutions that are accessible, affordable and built around real needs.
The Growth Experience team brings this commitment to life across Income’s key digital customer touchpoints, including the corporate website, customer portal and mobile app. The team works across customer journeys to help people find relevant information, complete key tasks and manage their insurance matters with greater ease and confidence.

KEY RESPONSIBILITIES INCLUDE:

• Support the end-to-end optimisation of customer self-service journeys across the Income mobile app and Unified Portal.
• Gather and clarify business and customer requirements, translate them into user stories and acceptance criteria, and maintain clear project documentation.
• Work with business stakeholders, UX designers, product owners and technology teams to shape practical solutions that balance customer needs, business outcomes and technical feasibility.
• Coordinate user acceptance testing, regression testing and release validation, including test-case preparation, defect tracking and follow-up through to resolution.
• Monitor platform feedback, service issues and customer complaints, and work with relevant teams to investigate root causes and implement improvements.
• Use customer feedback, journey data and digital analytics to identify friction points, prioritise opportunities and measure the impact of changes.
• Support platform initiatives and cross-functional projects from discovery through implementation, including stakeholder coordination, status tracking and risk escalation.
• Maintain accurate backlogs, trackers and documentation, and provide regular updates on delivery progress, issues and outcomes.
• Ensure changes follow established risk, compliance, security, accessibility and release governance requirements.
• Contribute ideas and practical recommendations to improve self-service adoption, customer experience and team ways of working.
• Undertake other digital experience projects or responsibilities as assigned.

REQUIREMENTS:

The ideal candidate should:

• Have a diploma or degree in business, marketing, communications, design, information systems or a related discipline.
• Have at least 1 year of relevant experience in digital product delivery, UX/UI, business analysis, project coordination or platform operations.
• Be comfortable working with both business stakeholders and technical teams in an agile delivery environment.
• Be able to write clear user stories, document requirements and organise information in a structured manner.
• Have hands-on experience with testing digital journeys, identifying defects and validating fixes before release.
• Be familiar with UX and collaboration tools such as Figma, FigJam or Miro; exposure to digital analytics platforms such as Google Analytics, Firebase or Appsflyer would be an advantage.
• Have strong communication and stakeholder-management skills, with the confidence to ask questions, surface issues and follow through on actions.
• Be organised, detail-oriented and able to manage multiple workstreams and deadlines at the same time.
• Be curious, analytical and proactive in identifying customer problems and recommending practical improvements.
• Experience in insurance, financial services or another regulated industry would be advantageous but is not essential.