Key Tasks & Responsibilities

Customer Led Process Analysis & Optimization

• Review current business processes and workflows from a customer point of view to identify customer pain points and areas for improvement.
• Develop strategies to optimize processes and enhance overall customer and intermediary experience.
• Monitor customer satisfaction from process performance.

Product Analysis & Improvement

• Identify opportunities for product enhancement and bundling to drive IFS.
• Drive implementation of our product development methodology.
• Work closely with intermediaries to Identify trends, patterns, and areas for customer led product enhancement.
• Conduct customer data analysis on product performance and customer feedback.
• Work closely with product development teams to define customer needs and support product lifecycle improvements.
• Develop strategies to drive continuous product review to ensure products address customer needs and meet expectations.

Data Management & Reporting

• Collect, analyze, and interpret customer feedback on products and processes to support decision-making.
• Create detailed reports and dashboards on new and existing products and processes to track performance.

Collaboration & Stakeholder Engagement

• Work with cross-functional teams, including line of business specialists, product development, ICT, digital and data, actuarial, operations, finance, and customer experience.
• Support implementation of new products, processes and best practices.
• Leverage on process and customer journey mapping, process improvement methodologies and design thinking to train and guide teams on process and product improvements

Qualifications & Skills

Required

• Bachelor’s degree in actuarial science, statistics, economics, business analytics, data science or related fields.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).