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.