The Customer Digital Platform Officer plays a key role in enhancing the digital customer experience by developing, implementing, testing, and managing digital solutions. The role focuses on delivering seamless, intuitive, and innovative digital platforms that meet client needs while ensuring alignment with business objectives. The officer will collaborate closely with various teams, including IT, product, marketing, and operations, to drive digital transformation and improve customer engagement.
Responsibilities:
1. Digital Solution Development
- Assist in the planning, design, testing and rollout of new features and capabilities for the digital platform to meet evolving customer demands
- Work with stakeholders to translate business requirements into technical specifications
- Develop and execute comprehensive testing strategies, including functional, regression, and user acceptance testing (UAT), to ensure the quality and performance of new solutions
- Collaborate with QA teams to identify and resolve defects and ensure a smooth deployment of platform enhancements
2. Platform Management
- Oversee the daily operations and performance of the customer digital platform, ensuring reliability, security, and a user-friendly experience
- Monitor and resolve platform issues, coordinating with technical teams to address incidents and implement enhancements
3. Customer Experience Optimization
- Continuously assess customer needs and gather feedback to identify opportunities for improving the digital platform
- Collaborate with the UX/UI design team to enhance the platform's usability and visual appeal
4. Data Integration and Insights
- Partner with data teams to ensure seamless integration of data across systems, enabling a unified customer view
- Leverage data analytics to generate actionable insights, measure platform effectiveness, and support strategic decision-making
5. Stakeholder Collaboration
- Liaise with internal teams, including IT, operations, and marketing, to align platform initiatives with broader business goals
- Act as the primary point of contact for addressing platform-related inquiries and escalations from clients and business units
6. Compliance and Risk Management
- Ensure the digital platform complies with regulatory standards, industry best practices, and organizational policies
- Mitigate risks by identifying vulnerabilities and implementing robust security measures
7. Innovation and Industry Trends
- Stay updated on digital trends, emerging technologies, and competitor offerings in wealth management
- Propose innovative ideas and strategies to keep the platform competitive and customer centric
Qualifications:
- Bachelor's degree in computer science, Information Technology, Business, or a related field
- 3+ years of experience in managing digital platforms, digital transformation projects, or customer-facing technologies
- Experience in software testing, including developing test cases, coordinating UAT, and resolving issues
- Familiarity with wealth management products and services is an advantage
- Strong understanding of digital platform development, lifecycle management, and testing methodologies
- Knowledge of web and mobile app technologies e.g., HTML, CSS, JavaScript, React, Angular, iOS/Android development frameworks
- Excellent problem-solving and analytical skills, with the ability to interpret data and derive insights
- Effective communication and collaboration abilities, with experience working across diverse teams
- Knowledge of customer experience principles, UX/UI design, agile methodologies, and testing tools
