Client Value Management, Specialist

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

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  Support the Client Value Management team to develop and deliver customer experience and retention initiatives, including defining requirements, scope, workplan and governance

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  Conduct research and analysis (e.g., customer feedback, servicing data, competitor/market practices where applicable) and convert insights into clear recommendations and options

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  Provide support in business case development and coordinate cross-functional inputs to facilitate approval

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  Draft and maintain core program artefacts: initiative charters, requirements documents, timeline, RAID log, and steering committee presentations and any relevant presentations to support key stakeholders on decision making

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  Coordinate cross‑functional stakeholders (CS Operations, Digital/IT, Marketing, Governance, Distribution, Product, Legal & Compliance, Risk etc.) to collect inputs, align actions and drive timely delivery

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  Support vendor or partnership onboarding and engagement where appropriate: Coordinate RFI/RFP process, prepare briefs, consolidate feedback, track deliverables and support UAT readiness

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  Develop and refine customer‑facing and internal materials (e.g., member loyalty initiative collaterals, servicing communications, agent/broker memos, FAQs, briefing decks, training material) in partnership with relevant teams

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  Support Business Enablement on process improvement and change activities, including documentation, process mapping, gap analysis, impact assessment, change request tracking and progress reporting

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  Prepare management updates, dashboards and presentation materials for senior stakeholders; ensure accuracy, clarity and consistency across messages and artifacts

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  Support ad‑hoc assignments related to service uplift, operating model changes and transformation initiatives as required

• University graduate, preferably in business, digital, customer experience or related disciplines

• 5–8 years of relevant experience in project delivery, business analysis, transformation, customer engagement or servicing operations within financial services; insurance experience is an advantage

• Consulting background or experience working in a consulting / project‑based environment is preferred, particularly in transformation, process improvement, or customer‑centric initiatives

• Solid problem‑solving and analytical skills; comfortable working with data and turning insights into actions

• Able to structure and translate business requirements clearly and incorporate with system/technical consideration to reinforce the solution feasibility & effectiveness

• Hands‑on project management skills: planning, tracking, documentation, and stakeholder coordination

• Exposure to digital initiatives (e.g., requirements gathering, UAT support, vendor coordination, UX collaboration) is preferred

• Strong creativity and innovation orientation; able to translate market trends and customer insights into new, differentiated initiatives

• Strong communication and presentation skills; able to produce clear decks and written materials in English (Chinese is an advantage)

• Self‑driven, organized and detail‑minded; able to manage multiple priorities and follow through with minimal supervision

• 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.

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