Head of Digital — Insurance & Investments

Job Summary

The Head of Digital is responsible for developing and executing the organizations digital strategy leading digital products and channels and driving technology-enabled improvements in customer experience business growth and operational efficiency.

In Insurance & Investments the role focuses on digitizing the customer and investor lifecyclefrom onboarding and KYC through policy servicing claims payments investment transactions portfolio monitoring and customer self-service. The Head of Digital bridges business strategy digital products technology data customer experience and innovation.

Key Responsibilities

Digital Strategy & Transformation

Develop and execute the enterprise digital strategy and roadmap.

Align digital initiatives with corporate insurance investment and commercial objectives.

Identify opportunities to digitize manual and legacy processes.

Lead digital transformation programs across business functions.

Establish digital operating models governance standards and KPIs.

Evaluate emerging technologies including AI automation cloud APIs and fintech/insurtech solutions.

Digital Products & Platforms

Own the strategy and lifecycle of digital products and customer-facing platforms.

Lead digital portals mobile applications websites and self-service channels.

Drive digital onboarding account opening policy servicing claims payments and customer communications.

Partner with Technology/Engineering on APIs integrations cloud platforms and application modernization.

Ensure digital platforms are scalable secure reliable and user-friendly.

Customer & Investor Experience

Lead digital customer experience (CX) and journey transformation.

Map and optimize customer and investor journeys.

Improve digital adoption conversion engagement and retention.

Use customer data and analytics to personalize digital experiences.

Establish omnichannel experiences across web mobile branch agent broker and contact-center channels.

Insurance Digitalization

Digitize policy acquisition and servicing.

Develop digital quotation and application journeys.

Support digital underwriting and risk assessment.

Enable online claims submission and claims tracking.

Develop agent/broker portals and digital distribution channels.

Improve digital payments billing renewals and customer self-service.

Partner with InsurTech providers and digital distribution platforms.

Investments & Wealth Management

Lead digital investor onboarding and KYC journeys.

Develop investor and wealth-management portals.

Enable digital account opening and investment transactions.

Support digital portfolio dashboards and performance reporting.

Improve online investor communications and self-service.

Integrate investment portfolio custody CRM and market-data platforms.

Data Analytics & AI

Partner with Data & Analytics leadership to use customer and operational data.

Apply AI machine learning automation and predictive analytics to digital journeys.

Use analytics to improve conversion customer engagement product performance and retention.

Establish digital performance dashboards and data-driven decision-making.

Digital Product Delivery

Introduce Agile Scrum product management and user-centered design practices.

Establish product roadmaps priorities business cases and delivery metrics.

Lead UX/UI and design teams or strategic partners.

Coordinate cross-functional product squads involving business technology data risk and operations.

Ensure continuous product improvement based on customer feedback and analytics.

Governance Risk & Security

Ensure digital platforms comply with financial-services regulations.

Work closely with CISO Risk Compliance Legal and IT teams.

Address cybersecurity privacy identity access and third-party risks.

Ensure digital products comply with data protection and regulatory requirements.

Maintain appropriate controls around digital transactions and customer information.

Leadership & Commercial Management

Lead digital/product/UX teams and transformation programs.

Manage digital budgets vendors consultants and technology partners.

Establish partnerships with fintech insurtech investment technology and SaaS providers.

Track ROI adoption revenue contribution cost savings and business outcomes.

Report digital strategy performance risks and investment requirements to executive leadership.

Insurance & Investments Digital Priorities

Area Digital Focus

Insurance Sales Digital quotation applications e-signature online purchasing

Policy Servicing Customer portals mobile servicing renewals payments

Claims Digital FNOL claims tracking document upload automated workflows

Distribution Agent/broker portals digital sales embedded insurance

Customer Experience Omnichannel personalization self-service

Investments Digital onboarding KYC account opening transactions

Wealth Management Investor portals portfolio dashboards digital advice

Analytics Customer behavior conversion retention product analytics

Automation RPA AI workflow automation straight-through processing

Technology Cloud APIs microservices mobile/web platforms

Security Identity authentication privacy cybersecurity

Innovation Fintech InsurTech AI emerging digital technologies

Ideal Candidate Profile

1218 years of experience across digital technology product transformation or financial services.

5 years in senior digital leadership.

Proven experience developing and executing enterprise digital strategies.

Strong background in digital products platforms customer experience and digital channels.

Experience leading large-scale digital transformation initiatives.

Strong knowledge of:

Digital Product Management

Customer Experience / CX

UX/UI

Mobile & Web Platforms

Digital Onboarding

APIs & Integrations

Cloud Technology

Agile/Scrum

Data & Analytics

AI & Automation

CRM

Digital Payments

Experience in insurance banking investment management asset management wealth management or fintech strongly preferred.

Strong commercial understanding of customer acquisition conversion retention and digital revenue.

Experience managing technology vendors and strategic digital partners.

Bachelors degree in Technology Computer Science Engineering Business Digital Transformation or related discipline; MBA/masters preferred.