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).