Capability Lead CX & Mobile App (Global Servicing Platform)
Years of Experience: 5-8 Years
Job Summary: We are seeking a Capability Lead to drive the execution and harmonization of customer-centric servicing journeys within our global insurance servicing mobile app. This hands-on role is responsible for coordinating and providing requirements, ensuring product consistency across all countries, and delivering localizations that address country-specific regulatory, operational, and customer needs. The Capability Lead will also design and deliver data and analytics solutions, ensuring post-launch enhancements are data-driven and rooted in usage analytics.
Responsibilities:
- Requirement Development & Harmonization: Collaborate with operations, marketing, legal, compliance, privacy, finance, sales, design, data, and technology teams to capture goals, pain points, and regulatory, operational, and customer needs.
- Product Harmonization: Ensure requirements and features are consistent and harmonized across all countries, balancing global standards with local adaptations.
- Roadmap Prioritization: Define and prioritize the capability roadmap based on business impact, customer feedback, and market readiness.
- Governance & Quality: Collaborate with local markets to understand operational processes, risks, and regulatory nuances. Ensure adherence to governance standards, manage change requests, and maintain high-quality deliverables throughout the product lifecycle.
- Discovery Workshops & Interviews: Engage stakeholders to understand workflows, user needs, and market nuances.
- Process Mapping: Document current vs. target flows for end-to-end servicing journeys; identify touchpoints and exception paths.
- User Story Authoring: Write clear, actionable user stories with acceptance criteria.
- Impact Tracking: Define and monitor OKRs to measure the success, adoption, and value realization of each capability.
Solutioning & Delivery:
- Design Reviews: Align wireframes, prototypes, and user stories with business rules and platform standards.
- Technical Alignment: Validate integration points with APIs and confirm feasibility with Engineering.
- Data & Analytics Design: Lead the design and delivery of analytics solutions and dashboards to support product performance and customer feedback.
- Cutover Planning: Coordinate dependencies, app-store timelines, and phased rollouts with technical teams.
Testing & Quality Assurance:
- Daily Triage: Lead daily sessions to prioritize and resolve issues during requirements gathering and testing phases.
- UAT and Sign-offs: Orchestrate stakeholder UAT, collect evidence, and secure formal sign-offs.
Delivery Coordination:
- Backlog Ownership: Maintain a prioritized, dependency-aware backlog; manage scope changes and acceptance criteria.
- Release Management: Align to release calendar; ensure all documentation is complete.
Stakeholder Engagement & Strategic Planning:
- Transparent Communications: Provide concise status, risk/issue logs, and readiness checkpoints to stakeholders.
- Enablement: Coordinate training and support handover for operations and customer-facing teams.
Mandatory Skills:
- 12+ years of industry experience in product ownership/management role for B2C mobile apps, with at least 5+ years in the Life or Health insurance industry.
- Proven experience delivering large-scale transformation initiatives.
- Strong execution experience across requirements, solutioning, testing, and release.
- Deep familiarity with mobile app ecosystems (iOS/Android) and app-store processes.
- Hands-on experience with WEB API, authentication, and regulated customer communications.
- Expert Communication Skills.
Preferred Skills:
- Experience with Confluence.
- Familiarity with Wireframing.
- Experience with Google Analytics.
Qualifications:
- Proficiency in Tableau.
- Flexible to work with a globally distributed team.
