Assistant Digital Customer Engagement Manager

Job level Middle
Work exp No work experience
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Insurance / Pension Funding (MPF)
Job function Marketing / Public Relations > Marketing - Digital Marketing
Information Technology > IT Project Management
Legal / Professional Services > Business Consultancy
Published On 15/09/2022
ref. 21000AHJ_66674

Responsibilities:


  • Understand business objectives, define business values, conduct gap analysis & feasibility and kick off the initiative independently as a digital feature owner
  • Manage business stakeholders to understand rationale, ensure cost vs benefit analysis is conducted thoroughly, and work closely with the overall Product owner to ensure initiatives are in line with the organization & business vision & priority
  • Define the KPIs & collaboratively work on targets, establish a framework for the feature
  • Working and guiding the junior team members to gather requirements, document user journey, define process maps and seek for all the required approvals & clearances
  • Conduct market research & make recommendations based on research & analytical data to define the UI / UX approach
  • Working with UI / UX team to drive & define the wireframes & prototype, review & finalize the user journey after liaising with the peers & relevant stakeholders
  • Contribute & monitor the delivery with the scrum team by prioritizing the initiatives, as well as collaborate with other scrum teams to align on the overall dependencies, ensure timely readiness of user stories & other collaterals for development, monitor the progress & work with scrum masters to address any impediments or roadblocks
  • Collaborate with the analytics team for application activity tracking via GA and establish a tracking framework
  • Work with internal & cross-functional BAs as an individual feature owner and independent contributor in the scrum team for digital projects
  • Manage the junior team members to provide guidance & coach in the project development
  • Define & review the test approach methodology & framework, provide feedback to team members to incorporate complete coverage
  • Review training materials & conduct end user and stakeholders training, internal teams training & arranging for a handover
  • Monitoring the feature adoption and usage, drop off based on analytical data, feedback into product backlog for the journey improvement

  • Requirements:

    • Bachelor of Business Administration, computer science, engineering or equivalent
    • 5+ years of experience in business analysis, digital transformation with sound insurance knowledge is preferred
    • Tech savvy with quick learning & problem-solving skills, CX focused, empathetic & quick learning skills is preferred
    • Ability to work under pressure, handle clients & business stakeholders enquiries, and constantly advocate & promote the digital platform usage
    • Having a digital marketing, content writing & management background is preferred but not mandatory
    • Resilient, quick learner, excellent team player, with people management skills would be an advantage
    • Excellent communications skills with fluency in Cantonese & English