Head of Customer & Distribution Experience and Innovation (Associate Director Level)

AIA

  • Hong Kong
  • Permanent
  • Full-time
  • 1 month ago
FIND YOUR 'BETTER' AT Blue CrossWe don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.If you believe in better, we’d love to hear from you.About the Role • The Head of Customer & Distribution Experience and Innovation is responsible for shaping and executing the strategic vision for Blue Cross’s digital ecosystem, with a focus on enhancing customer engagement, transforming distribution channels—particularly the AIA Agency channel—and modernising underwriting processes.
  • This role leads the innovation and digital transformation agenda, driving initiatives that elevate customer experience and enable scalable, data-driven distribution and underwriting capabilities.
  • A key priority of this role is to influence and evolve agency behavior by deepening agent engagement through digital strategies, technology adoption, and actionable insights. By fostering a culture of innovation and collaboration, the role ensures that Blue Cross remains agile, competitive, and customer-centric in a rapidly evolving insurance landscape.
Roles and Responsibilities:Digital Strategy & Transformation Leadership
  • Define and lead the strategic vision for Blue Cross’s digital ecosystem, aligning transformation initiatives with business objectives across customer engagement, distribution, and underwriting.
  • Champion a digital-first, customer- and agent-centric mindset across the organization.
  • Drive innovation by identifying emerging technologies and trends that can enhance competitiveness and operational agility.
Platform Ownership & Delivery
  • Serve as the digital product owner for key platforms, overseeing the full lifecycle from ideation to launch and continuous improvement.
  • Lead the development and enhancement of digital platforms including customer portals (Blue Cross+), distribution sales tools (SuperAgent+), and underwriting systems.
  • Manage vendor relationships, including man-day negotiations, delivery timelines, and quality assurance to ensure cost-effective execution.
  • Hold budget accountability and prioritization authority for platform initiatives, ensuring optimal allocation of resources aligned with strategic business goals.
Customer & Agent Experience Innovation
  • Design and optimize digital journeys using UX/UI best practices, user research, and feedback loops to improve satisfaction, conversion, and efficiency.
  • Leverage data-driven insights to inform product enhancements and innovation roadmaps.
  • Promote technology adoption and behavioural change among agents through intuitive tools and personalized digital experiences.
Distribution Engagement & Change Management
  • Conduct field visits to agents, brokers, and distribution partners to promote platform usage, gather feedback, and drive adoption.
  • Develop and execute change management strategies to embed digital tools and practices across internal and external stakeholders.
  • Deliver training, workshops, and executive updates to build alignment and enthusiasm for digital initiatives.
Team Leadership & Collaboration
  • Lead and mentor a team of Associate Product Owner, CX and Service Designer, and UX/UI Designers, fostering a high-performance, agile delivery culture.
  • Collaborate with internal teams (Sales, Claims, Underwriting, IT, Policy Admin, Medical, Finance) and external partners to ensure seamless execution and alignment.
  • Establish agile practices, facilitate sprint planning and reviews, and ensure transparency and accountability across teams.
Data-Driven Insights & Optimization
  • Leverage the use of analytics dashboards and performance metrics to guide decision-making and continuous improvement.
  • Use data to identify growth opportunities, improve customer retention, and enhance agent engagement strategies.
Job Requirements:
  • Bachelor’s Degree or above in Business, Technology, Marketing, or related field.
  • Minimum of 10 years of relevant experience, at least 5 years at managerial level
  • Experience in Insurance or Financial Services: Familiarity with general insurance, agency distribution models, or underwriting processes is highly desirable.
  • Proven track record in leading digital platform initiatives that drive customer engagement, distribution effectiveness, and operational efficiency
  • Strong experience managing cross-functional teams, external vendors, and senior stakeholders in a fast-paced, agile environment.
  • Demonstrated success as a digital product owner, with hands-on experience in product lifecycle management, backlog prioritization, and sprint planning.
  • Strategic thinker with strong analytical and problem-solving skills; able to translate complex business needs into impactful digital solutions.
  • Excellent communication and interpersonal skills, with a proven ability to drive digital adoption and lead organizational change.
  • Solid understanding of user-centered design principles, including UX/UI best practices, customer journey mapping, and user research methodologies.
  • Proficient in leveraging data analytics and dashboards to inform decisions, optimize performance, and identify growth opportunities.
  • Experience in vendor negotiation, man-day planning, and managing delivery against SLAs and KPIs.
  • Familiarity with agile and scaled delivery frameworks with a proven track record of fostering high-performing, agile teams. Relevant certifications (e.g., Agile, Scrum, Product Management) are preferred.
Others:
  • You are required to obtain the relevant license(s) if your job involves regulated activities
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

AIA