About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
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PURPOSE
- Innovate and develop services and specialised networks (i.e. cancer, wellness, mental health)
- Provide leadership and technical expertise the behavioral health that will support customers, clients in advising on prevention, wellbeing (physical and mental) through behaviour change.
- They will draw on established frameworks in behavioural science to develop, implement and evaluate behaviour change interventions that have a measurable impact on health and wellbeing
- Identify customer/patient healthcare needs and gaps in current provisions
- Design new pathways and services to improve quality and efficiency of care provision for our customers
- Lead the strategy, design and development of Customer Behavioral Analytics across channel (B2B2C, B2C) and platforms (online, offline), and across markets to serve as a new growth driver for FWD across the brand and all markets.
- This role will be responsible for creating roadmap across all markets to influence evidence-based behaviours in order to achieve sustainable business growth across the Group.
KEY ACCOUNTAIBILITIES
- Partner with CTOOs, COOs, CMOs and New Business Model (e.g. eCommerce) all markets to deliver a common strategic direction and roadmap across the group.
- Take ownership for evidence-based approach, development and leadership of the strategy and roadmap for behavioral health and health pathway development
- Engage CxO stakeholders, in building strategic capabilities and partnering on a roadmap creating new value and growth opportunities in markets.
- Be a thought leader for creating insights into behavioral health and leveraging the insights to create value through revenue growth, customer retention and advocacy across the markets.
- Lead and drive the directions & strategy throughout the delivery of executing the behavioral analytics capabilities in country.
- Influence SMEs and countries to make informed decision with actionable insights in delivery across platforms e.g. web, native app, chatbot, ecomm, etc.
- Understand, define and solve customer and business problems with a data driven approach using analytics and insights across the markets to increase customer engagement and satisfaction, ultimately business growth.
- Responsible to set up and manage the commercial modelling and mechanism for the behavioral analytics capability for cost center management.
- Lead high-performing cross functional teams from multiple domain expertise area across Digital, Data, Customer Experience, Operations, Product, Brand & Marketing, Technology and other related functions to ensure evidence-based approach is used for decision making and our customers are at the centre and so for their best interests are fully considered.
- Define and deliver expected benefits, business outcomes and monitor success through established KPI's and customer feedback.
- Foster a culture of external customer focus, continuous delivery of customer value aligned with FWDs overall brand Vision and Strategy.
- Foster close C-Level and Functional Head stakeholder relationships and management across all initiatives and all markets.
QUALIFICATIONS / EXPERIENCE
- 10+ years leadership experience in behavioural health and healthcare with demonstrated results with knowledge in public health
- 10+ years proven leadership experience in designing and delivering Customer facing solutions or platforms within insurance consumer sector, or another relevant consumer business sector.
- 10+ years experience leading teams across functions to deliver local and multi-national solutions to drive customer / business growth outcomes.
- Demonstrated experience leading all aspects of behavioural health research from managing recruitment and gathering user needs, to analyzing and synthesizing research data, developing and communicating novel insights and translating research into tactical solutions
- Proficient with agile research and prototyping methodologies including but not limited to behavioural health mapping, rapid feedback survey
- Leading in Customer facing solutions or platforms or related field.
- Experienced in leading solutions delivery in multiple markets in Asia region.
KNOWLEDGE & TECHNICAL SKILLS
Business Knowledge
- A Centre of Excellence in behavioural science, providing expertise across
- Deep understanding of how data and insights can drive customer solutions and business problems and create sustainable value.
- Deep understanding in behavioural health, customer/people centered design, and how this translate into customer and business benefits.
- Qualified to postdoctoral level, or equivalent experience, in a relevant field
- Good knowledge of behavioural science evidence, methods and theory, allied to the ability to apply this to a wide range of topics/behaviors
- Experience of developing, implementing and evaluating behavioural change programme in health, in a commercial setting. Ideally this experience includes digital interventions.
- Experience of business case development, bringing in new business/clients and successful delivery to project brief
- Strong understanding of data, data analytics and insights to support management decision making. engagement, to drive business growth and reduce cost
- Understand Agile methodologies, processes, principles and ways of working.
- Demonstrated ability to guide and influence diverse groups of leaders that have expertise in different domains and at times conflicting agendas.
- An interdisciplinary practice of Visual, UI, and UX design or wide spectrum of design disciplines, digital marketing and behavioral analytics are required.
Management Skills
- Excellent C-Level stakeholder management, influencing, building relationships and managing expectations.
- Strong relationship management skills, particularly in building and managing strategic partnerships with Group functions, Markets and Partners.
- Ability to manage multi-functional, cross-cultural teams in a diverse multi-national environment.
- Excellent customer service and communications skills.
- Ability to work and adapt in a dynamic environment and recognise priority issues and escalating quickly where relevant.
