Associate / Senior Associate, Digital & Omnichannel Experience

About the role

The digiWealth team is building a new digital franchise for investment and insurance (I&I) and retail-wealth customer acquisition and retention, online and offline, with the aim of building lasting wealth relationships with 3.8 million retail-wealth customers in Singapore. This Associate / Senior Associate role sits in the Digital & O2O Experience team and focuses on orchestrating customer journeys and optimising platform experiences.

Key responsibilities

• Track and analyse developments in digital consumer business and digital wealth experiences to find new ways to build effective digital retail wealth journeys, and identify and close drop-off gaps to prevent lead leakage.
• Combine journey building with data-driven growth marketing to acquire, retain and deepen customer relationships, and help communicate digiWealth CVPs that link I&I solutions to customer needs.
• Contribute to engagement loops within the in-app experience.
• Leverage the bank's phygital advantage to drive quality offline leads from the digital franchise.
• Track KPIs, analyse product usage data and iterate on features to improve customer satisfaction and business results.
• Collaborate with I&I product teams and partners with Wealth Planning Managers, Platform and Tech so customer journeys are fit for purpose.

Required profile

• 3-6 years of experience in digital product management, customer experience, growth marketing or related fields.
• Experience supporting omnichannel or lead management journeys, including integrating digital experiences with offline advisory teams.
• Ability to analyse customer behaviour and platform data and turn insights into action.
• Personal interest in consumer financial journeys and literacy in Singapore's investment landscape.

Required skills

• Digital journey design and product optimisation, with exposure to design thinking and user-centric development.
• Comfortable with dashboards and analytics tools.
• Excellent communication and stakeholder management across product, platform and frontline teams.
• Solid project management, disciplined execution, attention to detail and ability to manage multiple workstreams.