DCM - Digital - Thane

Job Description

Job Description of Distribution Platform Manager

We are looking for a dynamic and strategic Distribution Platform Manager to lead the management, optimization, engagement, partner retention and growth of our digital distribution platform for insurance distributors. This platform serves as a key interface for agents, brokers, and corporate distribution partners, providing tools for policy sales, customer management, and lead generation. The role requires strong digital, technical, and stakeholder management skills to ensure best-in-class user experience, distributor engagement, platform efficiency, partner satisfaction, and revenue growth.

Responsibilities:

Platform Strategy

. Develop and drive the digital strategy roadmap for the distribution platform, ensuring alignment with business objectives, customer needs, and market trends.

. Collaborate with platform product managers, business teams, and tech stakeholders to identify growth opportunities, new product features, and digital partnerships.

. Conduct competitive benchmarking, market analysis, and digital ecosystem mapping to inform platform positioning and capability enhancements.

. Define and monitor key platform KPIs, including user acquisition, engagement, retention, and monetization metrics.

. Support the prioritization of platform initiatives by evaluating business impact, resource requirements, and technical feasibility.

. Partner with product and technology teams to translate digital strategy into feature roadmaps, capability enhancements, and platform integrations.

. Develop and present business cases, ROI analyses, and strategic recommendations to senior management for new platform initiatives.

. Lead digital innovation initiatives - exploring emerging technologies, Insurtech trends, and partner ecosystems that can enhance platform value.

. Oversee the platform's go-to-market strategy for new features and enhancements, working closely with marketing, sales, and operations teams.

Journey Design

. User Experience and design of insurance distributor platform, ensuring seamless

. Lead the end-to-end design of user journeys and experiences across the platform for different customer personas, distribution partners, and product types.

. Map current-state user journeys, identify pain points, and define future-state optimized journeys that enhance user experience, engagement, and conversion rates.

. Collaborate closely with Sales, UX/UI designers, technology teams, and business stakeholders to translate journey insights into actionable product features and platform enhancements.

. Define and document journey frameworks, experience maps, and service blueprints for platform products, ensuring alignment with business goals and customer expectations.

. Analyse quantitative and qualitative user feedback, platform analytics, and CX research to continuously refine journey designs and recommend improvements.

. Partner with product teams to prioritize journey-led features and enhancements within the product roadmap, ensuring experience design principles are embedded in platform development.

. Support new product launches, feature releases, and partner integrations by designing and validating customer and partner journey flows for onboarding, transactions, service, and renewals.

. Ensure journey designs account for platform-specific considerations including multi-channel touchpoints, partner-led experiences, and regulatory compliance requirements.

. Drive journey testing and validation initiatives such as usability testing, A/B experiments, and journey simulation workshops with internal and external users.

. Maintain journey documentation libraries and design playbooks to support scalable and consistent experience delivery across platform products.

Implementation

. Own the end-to-end implementation process for new platform features, product releases, partner integrations, and client onboarding projects.

. Collaborate closely with Sales, technology teams, business stakeholders, and external partners to translate product requirements into implementation plans.

. Ensure UAT (User Acceptance Testing) and platform features or integrations meet defined acceptance criteria and quality standards before go-live.

. Act as the primary point of contact for internal teams and external clients/partners during the implementation phase, ensuring clear communication and issue resolution.

. Drive platform readiness activities including documentation, training, support processes, and operational handovers.

. Track and report on implementation progress, KPIs, and post-launch performance metrics, ensuring continuous improvement for future rollouts.

. Identify potential implementation challenges and proactively work with cross-functional teams to resolve them while maintaining project momentum.

. Gather and relay implementation feedback and enhancement opportunities to the product and platform strategy teams to inform future product roadmaps.

Engagement

. Develop and execute the platform engagement strategy to drive active usage, partner participation, and customer retention across all user segments.

. Track, analyse, and report on platform engagement metrics such as DAUs, MAUs, activation rates, conversion funnels, churn, and feature adoption.

. Design and implement engagement campaigns, nudges, and in-platform communication strategies (emails, notifications, dashboards) to increase user activity and interaction.

. Collaborate with Sales, marketing, and operations teams to define customer and partner lifecycle engagement programs, from onboarding to retention and reactivation.

. Identify engagement gaps and drop-off points within user journeys and recommend targeted interventions to improve platform stickiness and customer lifetime value.

. Develop segmentation strategies and personalization frameworks to deliver tailored engagement experiences for different user personas.

. Coordinate with technology and product teams to implement engagement tools, dashboards, and feedback mechanisms within the platform ecosystem.

. Conduct regular engagement health checks and experience audits, identifying opportunities for continuous improvement in platform performance and community management.

. Stay updated on industry trends and platform engagement best practices, recommending innovative ideas to enhance user participation and satisfaction.

Customer Satisfaction and NPS

. Define and implement a comprehensive customer and partner experience measurement framework, covering CES, NPS, CSAT, and other relevant platform experience metrics.

. Develop and manage feedback collection mechanisms (surveys, in-app feedback, partner reviews, transactional prompts) across key user journeys and platform touchpoints.

. Track and analyse experience KPIs, identifying patterns, root causes, and opportunities to improve platform usability, service responsiveness, and overall satisfaction.

. Collaborate with product, operations, and customer support teams to translate customer insights into experience-led product improvements and service enhancements.

. Partner with analytics teams to build experience dashboards, trend reports, and actionable insight summaries for leadership and platform product teams.

. Drive closed-loop feedback management processes, ensuring customer issues and detractors feedback are addressed through structured resolution mechanisms.

Performance & Analytics

. Track and analyse platform performance metrics such as distributor engagement, Leads, Quotes, Policy sales, premium collection, NPS and conversion rates.

. Design, build, and maintain dashboards, reports, and analytics frameworks to track key platform metrics such as DAU, MAU, conversion rates, retention, churn, revenue, engagement, and operational KPIs.

. Collaborate closely with managers, growth teams, and business stakeholders to define measurement plans, data tracking requirements, and success metrics for new product features, campaigns, and platform initiatives.

. Drive data-led product decision-making by providing actionable insights and recommendations based on user behaviour, platform performance, and financial impact analyses.

. Oversee A/B testing, cohort analysis, funnel performance analysis, and growth experiments, ensuring robust design, execution, and interpretation of results.

. Lead platform health monitoring initiatives, identifying performance bottlenecks, drop-off points, or anomalies in user activity and proactively recommending interventions.

. Develop and socialize data-driven narratives and presentations for leadership and cross-functional stakeholders, highlighting key platform trends, opportunities, and risks.

. Stay abreast of the latest in data visualization tools, product analytics solutions, and analytics best practices, recommending enhancements to platform analytics capabilities.

. Analyse platform user behaviour and performance to draw out insights to better distribution engagement, sales and improve platform experience.

Compliance & Risk Management

. Ensure platform remains compliant with regulatory, data security, and operational standards, while continuously optimizing for efficiency and scalability.

Stakeholder Collaboration

. Work cross-functionally with product, engineering, design, marketing, and customer support teams to align platform goals with company objectives.

. Train internal teams on platform updates and features.

Requirements:

Qualifications

. Bachelor's degree in CS, Technology, Business Administration, or a related field

. 7+ years of experience in insurance distribution, digital platform management, or Insurtech related fields.

. Strong knowledge of insurance distribution channels (agency, brokerage, bancassurance).

. Hands-on experience with distributor management platforms, CRM systems, or sales enablement tool, preferably in Insurtech or Digital platform businesses.

Skills

. Strong experience working with product analytics tools (e.g., Microsoft Clarity, Amplitude, GA4, Power BI) and engagement platforms (CRM, marketing automation tools, in-app messaging).

. Solid understanding of digital product lifecycles, user journeys, and platform business models and strong capability in journey mapping, service blueprinting, and CX research methodologies.

. Familiarity with tools like Figma, Miro, or Adobe XD for journey mapping and experience design.

. Excellent collaboration, storytelling, and stakeholder management skills.

. Experience working within Agile product development environments.

. Proficiency in data analysis and reporting tools.

. Experience with project management tools (JIRA, Confluence, Trello, Asana) and Agile/Scrum environments.

. Experience with A/B testing, customer journey optimization, and conversion rate optimization.

Preferred

. Exposure to both B2B and B2C digital distribution models.

. Experience scaling digital distributor networks or Insurtech sales ecosystems.

. Experience managing API first journeys and digital onboarding tools.

Key Competencies

. Strategic mindset with attention to detail.

. Customer-focused approach to solving problems.

. Strong leadership and stakeholder management skills.

. Ability to work in a fast-paced, dynamic environment