Chief Manager - Digital Product & Experience - Health Insurance Firm

Online sales process product development -

- Digital development of the online sales process for various products

- Adherence to compliance/legal aspects of online buy

- User friendliness of online sales process

- Cost monitoring through optimized use of assets

- Monitoring release cycles & CRs for online journey

- Usage of online process for various customer journeys - Page views

- Time spent

- Goal Completion

- Number of partners onboarded

- Product Performance

- Web/App load time

- Code Optimization

- Bounce Rate

- Exit Rate

Customer Experience:

- NPS

- Ease of use

- Customer experience in terms of queries raised

- Customer satisfaction in terms of resolution TATs

Projects - Online Buy for all products

- Seller Portal

Key Result Areas Supporting Actions :

Product Development - Building scope and requirements for digital platforms

- Understand and lead analyses of the competitive environment, customers, and product metrics to determine the right set of features to drive engagement

- Translate product strategy into detailed requirements and prototypes

- Work with design team to guide design of simple and intuitive user interfaces and experience

- Considering the product lifecycle - own, prioritize and execute the product roadmap

- Supporting the technical team during the build-out of the product

- Brief the QA team and self-QC the finished product knowing the initial product requirements

- Define and analyze metrics that inform the success of product across digital channels

- User Experience enhancements 

- Enhancing product feature-wise flow and usage and defining new user journeys

- Analyzing data to understand the various user pain points and then making changes to the product accordingly

- Create tools to empower customer service to handle customer queries better and faster

- Managing Product Release Cycle management 

- Owning the product development lifecycle month-on-month

- Prioritizing feature development and enhancements for every release

- Setting timelines and stakeholder management for features

- Using analytics to optimize process flows and identify/solve customer issues

- Continuous enhancement/optimization of online/agent Insurance buying journeys 

- Creating new user buy journeys

- Optimizing existing buy journeys through the help of data

- A/B testing

- Studying various trends to understand user drop-offs; user pain points and making changes to the journeys accordingly