Manager I/Assistant Manager, Client Digital

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job Description

• Support the development of digital self-service and servicing journeys by coordinating business requirements, following up enhancement items, and working with relevant teams, in order to improve client convenience and reduce reliance on manual or paper-based servicing.
• Manage business-as-usual enhancement requests by gathering details, tracking progress, and coordinating business follow-up, in order to ensure servicing improvements and smaller business requests are handled efficiently.
• Coordinate business-side testing activities by supporting test scenario preparation, business validation, issue clarification, and retest follow-up, in order to improve delivery quality and confirm readiness for launch.
• Track implementation readiness for servicing-related items by maintaining action plans, monitoring dependencies, and escalating risks where needed, in order to support timely and effective rollout of enhancements.
• Facilitate working-level cross-functional execution by aligning business users, technology teams, operations teams, and support functions, in order to keep self-service and servicing workstreams moving efficiently.
• Follow up post-launch servicing issues and enhancement feedback by collecting observations from users and stakeholders and coordinating with relevant owners, in order to support continuous improvement of the platform experience.

Specialized Knowledge

• Strong hands-on experience in digital product business analysis, including requirements elicitation, documentation, traceability, stakeholder alignment and sign-off governance.
• Proven experience planning and executing end-to-end User Acceptance Testing, including scenario design, test execution tracking, defect triage, retesting and formal sign-off.
• Practical understanding of customer experience design and client engagement drivers (for example journey pain points, funnel drop-offs, servicing experience), with the ability to translate insights into prioritized enhancements.
• Strong knowledge of life insurance and retirement / pension products and servicing journeys, with the ability to interpret business rules, identify operational impacts and support compliant delivery.
• Solid understanding of agile delivery ways of working (for example user stories, acceptance criteria and backlog refinement) and the ability to collaborate effectively with cross-functional product and technology teams.
• Change management capability, including impact assessment, stakeholder communications, readiness planning and supporting training and channel enablement for launches.
• Experience using digital analytics and structured feedback (for example usage, conversion, drop-offs, complaints) to identify improvement opportunities and measure adoption and commercial outcomes.
• Commercialization exposure (for example go-to-market readiness, performance tracking, benefit realization) is preferred.

Qualifications

• Bachelor’s degree (or above) in Business, Information Systems, Computer Science, Digital, or a related discipline.
• At least 8 years of relevant experience in digital product / platform delivery, with solid hands-on exposure to business analysis, User Acceptance Testing, and change management for client-facing journeys.
• Experience working in a regulated financial services environment (life insurance and retirement / pension preferred), with awareness of operational impacts, risk and compliance requirements.
• Proven track record delivering cross-functional initiatives with measurable results (for example adoption, client satisfaction, reduced servicing effort, improved conversion), supported by strong stakeholder management.
• Professional certifications in business analysis, agile delivery or product management are an advantage.

Job Category:

Client / User Experience Design

Posting End Date:

09/07/2026