Job Purpose
Reporting to the Head of Partnerships & Digital Innovation, the role holder will lead and execute the roadmap of enhancements as well as new feature ideation and development across Britam’s Digital assets. The ideal candidate will have experience managing technical projects to successful execution, a passion for creating a frictionless customer experience, the curiosity to investigate new solutions and the ability to act as a thought leader on the next wave of Digital. In addition, the Solutions Architect will oversee digital results to measure success and optimize the digital experience and help shape future strategy.
Key responsibilities
Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenario, business analysis, task and workflow analysis
Develop required documentation that translates the business requirements to solution designs – customer journeys, requirements specifications, business case, project plans.
Champion the development of digital solutions by carrying out business analysis, designing end user testing documents, collaborating with internal and external parties to carry out user testing.
Work closely with IT to develop required business intelligence reports, analytics, insights and reports to guide the business development teams.
Carry out market intelligence for digital partnerships highlighting competitor activities, disruptive trends and potential opportunities in the market
Identify opportunities to drive client success through advanced customer segmentation methods, improved review workflows, efficient production options, normalization of incoming data, and better client-side workflows
Drive the Digital innovation agenda together with the Head of P & D Innovations continuously identifying and developing solutions that deliver superior customer experience
Key liaison and customer (partner) advocate, ensuring customer needs are observed and fulfilled, between the customer(partner); first tier customer support representatives; and the various segments
Support the strategic direction of digital product development as well as service and process offerings with a digital focus; analyse client feedback to make recommendations for continuous improvement and/or development of new functionality or features
Must be seasoned and proficient professional to stay ahead of the digital curve, innovative, proactive and provocative, yet diplomatic—an expert at managing relationships.
Demonstrated experience in gathering and translating business, consumer, cultural, and social insights into actionable implications and strategies on digital platforms.
A Self-starter who works well in a fast-paced, team-oriented environment who can devise the right course of action to achieve the objective.
Delegated Authority: As per the approved Delegated Authority Matrix
Perform any other duties as may be assigned from time to time
Key Performance Measures
As described in your Personal Scorecard
Knowledge, experience and qualifications required
Undergraduate or graduate degree in business, IT, design, or related field.
5-10 years’ experience in a similar role with demonstrable track record of achieving success
Digital planning experience is considered a strong asset.
Understanding and experience with Service Design principles and practices.
Demonstrated experience growing projects into long-term client partnerships.
Customer orientation demonstrated delivery of customer-oriented solutions
Conversant in the principles and practices of user-centred design.
A passion for innovation, design, and technology.
Team Leaders in Britam need to:
Operationally lead a team to service customers from a sustainable and growing customer base whilst increasing profit;
Ensure the company’s objectives are met by being a vision carrier and by implementing strategy and operational outputs;
Effectively run the business and manage staff in order to enable functional leaders to focus on developing strategy;
Effectively identify and define key performance areas, deadlines and goals for their team in order to optimise operational effectiveness;
Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimised succession planning;
Create a high performance, proactive culture and motivated team;
Monitor operational implementation, budgets, plans, goals and outputs in order to ensure alignment with the departmental strategy;
Ensure that department priorities are adhered to and effectively communicated;
Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
Appropriately model the company values while setting the pace and energy for delivering;
Benchmark operational activities internally as well as externally in order to be a leader in the industry;
Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
Provide access to accurate and consistent information and services across all channels;
Adequately manage operational risk.
Technical/ Functional competencies
Customer, market and competitor understanding
Knowledge of insurance regulatory requirements
Knowledge of Britam products
Selling skills
Sales and marketing management skills
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