Manager, Product Owner, Customer Journey

The Manager, Product Owner, Customer Journey plays a key role in leading the commercialization and launch of client-facing applications. This position is responsible for defining go-to-market strategies, coordinating readiness activities across multiple teams, and ensuring successful deployment to enhance client servicing and business growth. The role is based in a permanent on-site environment within Asia.

About the Company
Our client operates within the financial services sector, specialising in life insurance, wealth management, retirement, or pension businesses. The company fosters a structured and collaborative culture, focused on delivering innovative digital solutions to improve customer experience.

Role Overview
The Manager, Product Owner, Customer Journey collaborates with cross-functional teams including technology, operations, marketing, and client communications to drive digital adoption and client engagement. The role involves managing stakeholders, overseeing product governance, and translating data insights into strategic initiatives. Success is measured by increased digital servicing penetration, improved client satisfaction, and operational stability.

Key Skills & Experience

• Lead the development and execution of go-to-market strategies for client-facing digital applications.
• Build and manage stakeholder relationships across business, technology, operations, marketing, and external vendors.
• Manage communication channels including client and advisor materials, FAQs, training content, and change management resources.
• Monitor customer journeys, identify barriers, and design initiatives to accelerate digital adoption.
• Analyse application performance data, user behaviour, and client feedback to generate insights and recommendations.
• Oversee incident resolution, business impact assessments, and post-launch evaluations to ensure platform stability.
• Gather and refine business requirements, track deliverables, and facilitate cross-disciplinary discussions.
• Ensure compliance and operational governance in a regulated financial environment.

Nice to Have

• Familiarity with Agile delivery methodologies, business analysis frameworks, release management, and change management practices.
• Professional certifications in Business Analysis, Agile Delivery, Scrum, or Product Management.

Key Responsibilities

• Lead the commercialization and deployment of client-facing applications, including managing launch activities and stakeholder communication.
• Develop client and advisor communications, briefing materials, FAQs, training content, and change management resources.
• Identify barriers to digital usage, design engagement initiatives, and monitor customer journeys to enhance adoption and retention.
• Analyse application performance, client feedback, and user behaviour to improve client experience and inform product enhancements.
• Coordinate incident management, assess business impacts, and ensure platform stability through effective issue resolution.
• Gather business requirements, track deliverables, and facilitate cross-functional discussions to align priorities and timelines.

Requirements

• Right to work in the region.
• Bachelor's degree or above in Business Administration, Information Systems, Computer Science, Digital Technology, or a related discipline.
• Minimum of 8 years of relevant experience in digital product or platform delivery.
• Proven experience in business analysis, User Acceptance Testing (UAT), and change management within client-facing solutions.
• Experience in a regulated financial services environment, preferably in life insurance, wealth management, retirement, or pensions.
• Demonstrated success in leading initiatives that improve customer adoption, client satisfaction, or operational efficiency.
• Knowledge of digital analytics, customer journey mapping, funnel optimisation, and performance reporting.
• Strong stakeholder management and influencing skills across diverse teams.
• Excellent written and verbal communication skills, capable of developing professional materials for various audiences.
• Familiarity with Agile methodologies, business analysis frameworks, release management, and change practices is highly desirable.

If you have the relevant skills and experience, please apply with an updated CV.