Manager, Digital Customer Engagement

Senior (6-10 years)


Job Description

Manager, Digital Customer Engagement

Location: HONG KONG

a. Product Owner for Value Adding Digital Asset(s)
* As the product owner (PO) of one or two value adding digital services, you will work closely with customers, end users and business representatives to define the roadmap of the digital asset. The key business representatives include all AXA Business Units (Life, Health and P&C) as well as operations and marketing teams
* The PO main responsibilities may include:
o The creation of product vision
o Prioritising product features to align with business strategy and values to the customers
o Collecting and analysing customer usage data and feedback to optimise the product
o Planning with the development team in sprints to deliver these
* The PO will also be responsible for the continuous evolution of the value adding digital assets. Activities may include:
o Developing new ideas for customer engagement e.g. new contents, partners and reward mechanism
o Using latest AI / Chatbot technology for customer engagements
o Evaluating existing customer rewards and redemption offers across different product and business lines and consolidating them where applicable into the centralised assets.
b. Digital Assets Promotion
* Promoting digital services to target audience
o The promotion may include both online and offline channels
o Tracking effectiveness of different promotion channels and adoption rates
c. Innovation Ambassador
Identification of Entrepreneurial and Innovative Initiatives in the Tech, Digital & Start-up Scene #InsurTech #FinTech
* Working closely with AXA extended networks e.g. Data Innovation Lab, Asia Lab to identify opportunities to trial
* Attending selected tech & digital or start-up events and brings new trends, ideas and applications of these to AXA Hong Kong
* An entrepreneurial mind-set to identify pain points in the current business and recommend suitable innovation solutions for pilot or implementation


* Previous experience as an Agile practitioner (SCRUM Master or Product Owner of simple products, or Assistant Product Owner of complex ones)
* Curious and fun with entrepreneurial mind-set as a change agent
* Fitness minded
* Problem solver
* Results oriented
* Customer focused
* 7+ years of successful experience in building, growing and sustaining new business models from any industry
* Fluent in English and Cantonese, Mandarin is a plus

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelMaster
LanguageEnglish, Cantonese
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station