AVP, Digital Customer Platforms

Great Eastern is transforming its digital customer platforms to create simpler, more connected and increasingly intelligent experiences for our customers across the enterprise. Digital, data and AI are central to this transformation, enabling customers to move more seamlessly between self-service and assisted engagement.

As AVP, Digital Customer Platforms, you will own digital customer platform(s) end to end, from the customer experience and platform roadmap through to delivery, adoption and performance in production. This is a hands-on product ownership role. You will stay close to the detail, make the trade-offs that shape what gets built and ensure that customer context and capabilities work coherently across digital and assisted journeys.

Key Responsibilities

• Own the direction and roadmap for digital customer platforms, translating customer and business priorities into clear, sequenced and executable scope.

• Lead delivery from discovery and requirements through design, build, testing and release, working directly with design, engineering and delivery teams.

• Own live platform performance against defined customer, business and operational measures, using customer insight, analytics and testing to drive continuous improvement.

• Ensure coherent journeys between self-service and assisted channels, with customer context and reusable capabilities carrying across platforms rather than each channel being optimised in isolation.

• Partner closely with Group IT and Group Data & AI on architecture, integration and the deployment of data and AI capabilities into live customer experiences.

• Make disciplined decisions on scope and priorities, balancing customer value, business outcomes, technical considerations and speed to market.

• Manage platform partners and vendors against agreed scope, quality, cost and delivery commitments.

• Extend platforms across markets on a common core, with local adaptation where product, regulation or distribution requires it.

We are looking for people who

• Have owned digital customer platforms through build and launch into live operation and continuous improvement, ideally across self-service, e-commerce, customer engagement or contact centre environments.

• Are genuinely hands-on practitioners who can analyse requirements, define executable scope and work directly with design and engineering through delivery.

• Demonstrate strong ownership judgement, taking accountability for platform outcomes rather than delivery milestones alone.

• Combine customer and commercial judgement with sufficient technical fluency across APIs, integrations, cloud-based platforms and modern digital architecture to work credibly with engineering and architecture teams.

• Have practical experience applying data and AI in live customer environments, with an understanding of conversational and agentic patterns, retrieval, evaluation and guardrails.

• Use customer research, analytics and structured testing to make decisions, measure impact and change course when the evidence requires it.

• Influence and align stakeholders across business, technology, operations, data and compliance without direct authority, communicating complex issues clearly with both business and technical audiences; experience working across multiple markets will be advantageous.

• Have typically 8+ years of relevant experience in digital platform ownership, platform delivery or customer experience transformation within financial services or another regulated consumer business, and hold a degree in Business, Engineering, Computer Science or a related discipline

How you succeed

· Champion and embody our Core Values in everyday tasks and interactions.

· Demonstrate high level of integrity and accountability.

· Take initiative to drive improvements and embrace change.

· Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.

· Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.

The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.

Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.