In this role, you will be the Business Product Owner (BPO) leading the business strategy, outcomes and continuous enhancement of our Customer Service Portal, the central digital platform that enables customers to manage, service, and understand their life insurance policies seamlessly. The BPO defines value, prioritises demand, and steers crossfunctional delivery to achieve adoption, straightthrough processing (STP) and customer experience targets.
Key Responsibilities:
Product Strategy & Roadmap
- Define and maintain the product vision, strategic direction, and KPIs.
- Develop and own the product roadmap, prioritizing features and enhancements based on customer value, business impact, and regulatory/technical feasibility.
- Benchmark portal capabilities against competitors and emerging digital trends.
Customer Experience & Journey Design
- Develop deep understanding of customer needs and pain points across the policy servicing lifecycle.
- Work with Group teams and Design team to design intuitive, frictionless customer journeys.
- Champion customer-centric design principles focused on usability and accessibility.
Requirements Management & Delivery
- Translate business needs into clear functional and non-functional requirements.
- Own and manage the product backlog author user stories, acceptance criteria, and workflow diagrams.
- Work closely with Group and Local Tech teams to ensure high-quality delivery.
- Lead UAT planning, test case validation, and defect prioritization.
GotoMarket, Change & Adoption Enablement
- Develop and lead change management plans, activation programs and adoption incentives to ensure successful adoption of new portal features and enhancements.
- Coordinate with internal departments to prepare teams for upcoming releases.
- Create user guides, training materials, FAQs and communication collateral for both internal users and customers.
- Conduct stakeholder briefings, demos, and training sessions to drive smooth transition and readiness.
Performance Tracking & Continuous Improvement
- Monitor adoption metrics, platform usage analytics, customer feedback, and operational metrics to identify improvement opportunities.
- Use data insights to improve user uptake and engagement, and to optimize features, processes, and digital journeys.
- Drive continuous experimentation through A/B tests and hypothesis-driven enhancements.
Key Capabilities & Competencies
- Strategic thinking with strong execution and delivery orientation
- Excellent stakeholder engagement, with ability to align cross-functional teams
- Agile mindset with hands-on experience managing backlogs, sprint cadence, and iterative delivery
- Strong data fluency, able to interpret adoption and performance metrics to guide product decisions
- Sharp business communication skills able to connect digital features to business value narratives
- Comfortable shaping field-facing materials and able to work across business, design, tech, Group, and operations in fast-paced transformation environments
Qualification & Experience
- Bachelor's degree in business, Information Systems, Computer Science, or a related field.
- 610 years experience in digital product management, preferably within insurance, financial services, or sales-driven business.
- Familiarity with modern UI/UX principles/design and/or experience working in agile/transformation squads will be of advantage.
- Proven track record in delivering digital solutions at scale with measurable impact on frontline adoption, performance uplift, or behavioral change.
- Experience translating field feedback into business requirements and backlog priorities
