Job Ref. No: JAML066
Role Purpose
The Product Experience Manager is responsible for leading the end-to-end product experience, ensuring seamless user interactions, high engagement, and optimal product performance. The role involves defining and executing a product vision that aligns with corporate objectives while ensuring innovation, customer-centricity, and digital transformation. The role holder will oversee digital product initiatives such as investment portals, mobile applications, robo-advisory tools, and client dashboards, ensuring that they meet evolving customer needs, regulatory standards, and business growth objectives.
Key Responsibilities
Product Strategy & Vision
Develop and implement a 3-year digital product roadmap supporting Jubilee Asset Management's strategic goals, including increased digital client onboarding, transaction automation, and self-service adoption.
Position Jubilee Asset Management as a leader in digital investment experiences by integrating global best practices in fintech and wealth-tech.
Conduct market and competitor analysis to identify trends, customer expectations, and opportunities for innovation.
Define and monitor key product performance metrics such as user engagement, adoption rates, transaction volumes, and client satisfaction.
Champion the integration of emerging technologies such as AI, blockchain, and predictive analytics to enhance product design, transparency, and client trust.
Product Execution & Delivery
Manage the full product lifecycle—from concept and design to launch and continuous improvement.
Work with cross-functional teams (technology, investment, client service, compliance, and operations) to ensure products are delivered on time, within budget, and to the highest quality standards.
Ensure seamless integration between investment platforms and core enterprise systems for real-time portfolio updates, performance tracking, and reporting.
Apply agile methodologies (Scrum, Kanban) to accelerate delivery and improve responsiveness to market changes.
Oversee third-party vendor relationships to ensure alignment with strategic objectives and value for money.
Customer-Centric Digital Transformation
Champion client-first digital experiences, enabling investors to open accounts, transact, and monitor performance across multiple devices and channels.
Enhance digital self-service capabilities to reduce turnaround times and improve transparency.
Personalize client engagement using analytics, behavioural insights, and targeted digital communication.
Drive continuous improvement in customer satisfaction, aiming for a Net Promoter Score (NPS) of 70 or higher.
Collaborate with client services teams to embed feedback loops and integrate AI-driven support tools for real-time assistance.
Growth & Market Penetration
Lead initiatives to increase product adoption and customer acquisition through digital campaigns and partnerships.
Develop digital solutions tailored for institutional, retail, and mass-market investors, including microinvestment options and goal-based investment tools.
Drive regional scalability by adapting platforms to meet regulatory and market requirements in other jurisdictions.
Collaborate with financial intermediaries and digital partners to enhance market reach and user engagement.
Technology & Innovation
Integrate innovative technologies to enhance security, automation, and personalization within investment platforms.
Advocate for data-driven design, predictive analytics, and artificial intelligence to improve investment recommendations and user journeys.
Ensure system resilience, cybersecurity compliance, and scalability to support business growth.
Partner with IT and DevOps teams to ensure system efficiency and continuous deployment of digital enhancements.
Data-Driven Decision Making
Leverage analytics tools to track performance metrics such as active users, investment flows, churn rates, and conversion ratios.
Conduct A/B testing and client journey analysis to optimize user experience and feature utilization.
Use behavioural and transactional data to enhance client segmentation, retention, and lifetime value.
Provide management reports linking product performance to overall business results.
People & Culture Leadership
Foster a culture of innovation, collaboration, and accountability within digital teams.
Lead training initiatives to enhance digital literacy and data competency across departments.
Mentor and develop talent in product management, UX design, and analytics.
Encourage experimentation and continuous learning to drive organizational agility.
Corporate Governance & Compliance
Ensure all product developments adhere to regulatory requirements, data protection standards, and company policies.
Promote ethical AI and responsible data use within all digital initiatives.
Provide quarterly updates to executive management on product performance and strategic progress.
Champion a diverse, inclusive, and collaborative digital culture across the organization.
Key Skills and Competencies
Implementation of a digital investment product roadmap aligned with JAML's business objectives.
Increased client engagement and satisfaction through optimized digital experiences.
Timely and cost-effective delivery of digital enhancements and new products.
Seamless integration of digital tools within the overall business ecosystem.
Compliance with all regulatory, cybersecurity, and data privacy standards.
Achievement of digital adoption and user growth targets.
Effective management of vendor and technology partnerships.
Academic Qualifications
Bachelor's degree in business, Digital Marketing, Computer Science, or related field.
MBA or Master's degree in Strategy, Product Management, or Digital Transformation (preferred).
Certifications in Agile, Product Management, or UX Design are a plus.
Relevant Experience
7+ years in digital product management, customer experience strategy, or fintech solutions.
Proven track record in developing and scaling digital-first platforms.
Experience in financial services, Insurtech, or digital transformation.
Hands-on experience with AI-driven engagement models and data analytics platforms.
Strong background in customer journey mapping and omnichannel experience design.
Demonstrated success in leading cross-functional teams in digital transformation projects.
Expertise in leveraging emerging technologies (AI, blockchain, IoT) to enhance digital products.