Lead - Digital Journey (Health)

Job Summary

The Lead – Digital Journey (Health) is accountable for designing, building, and scaling end-to-end digital and agent-assisted customer journeys for MHIT and related Health propositions. This role drives Online-to-Offline (O2O) and hybrid distribution models, ensuring seamless customer experience, agent enablement, regulatory compliance, and readiness for pilot and public launch of MHIT.

Responsibilities

• Lead the design and implementation of D2C and agent-assisted (O2O) journeys for MHIT and Base / Base+ Health propositions.
• Define target state customer journeys across key touchpoints, including lead generation, onboarding, advisory, issuance, and servicing.
• Ensure journeys are scalable across channels (Agency, Digital Direct, Partnerships) in line with MHIT strategy.
• Own delivery of MVP and scaled digital journeys, including pilot readiness and post-pilot enhancements.
• Work closely with IT, Digital, Ops, and Vendor teams to translate business journeys into system and process requirements.
• Ensure end-to-end readiness covering systems, data, operations, and servicing for MHIT implementation.
• Build agent-assisted digital solutions, including lead management flows, advisory playbooks, and journey scripts.
• Partner with Agency, Marketing, and Training teams to support adoption through tools, playbooks, and enablement materials.
• Support alignment of agent incentives and KPIs related to MHIT journeys where applicable.
• Ensure digital journeys comply with BNM / MHIT requirements, internal risk standards, and data governance principles.
• Support regulatory submissions and clarifications related to digital and agent-assisted MHIT journeys.
• Track journey performance, adoption metrics, and operational risks, escalating issues where required.

Requirements

• Bachelor's degree in Business, Digital, Technology, Marketing, or a related field.
• 8–12 years of experience in digital journey design, digital product management, or omnichannel transformation.
• Proven experience delivering D2C or O2O customer journeys involving distribution partners or intermediaries.
• Strong understanding of digital customer journeys, UX principles, and business-to-tech translation.
• Excellent stakeholder management skills across business, IT, operations, and distribution.
• Strong execution mindset with the ability to drive delivery under tight regulatory and timeline constraints.
• Clear communication skills, with the ability to prepare senior management and regulatory-ready materials.

Nice to Haves

• Experience within insurance, financial services, or other regulated industries.
• Experience with health insurance products or propositions.
• Experience with agency distribution models.
• Experience with large-scale transformation programs.