Head of Digital Business

JOB PURPOSE

The Head of Digital Business is responsible for defining, leading, and executing the digital business strategy of the Insurance Company, with the objective of becoming a market leader in digital insurance.

This role focuses on delivering end-to-end digital insurance journeys that are seamless, convenient, and customer-centric, covering the full lifecycle of insurance services including purchase, distribution, usage, claims, and value-added healthcare services.

The role also drives business growth through digital channels, leveraging data, technology, and ecosystem partnerships.

KEY ACCOUNTABILITIES

1.Digital Business Strategy & Market Leadership

- Define and execute the digital business strategy aligned with the company's growth objectives and the Bank's digital ecosystem.

- Position the company as a leading digital insurer in the non-life and health insurance market.

- Identify and develop new digital business models, revenue streams, and partnership opportunities.

- Drive digital adoption, penetration, and monetization across customer segments.

2.End-to-End Digital Insurance Journeys

Design, optimize, and continuously improve end-to-end digital journeys, including:

- Insurance discovery, quotation, and purchase

- Digital sales and onboarding

- Policy usage and servicing

- Claims submission, tracking, and settlement

- Value-added services related to healthcare and customer wellness

- Ensure digital journeys are simple, intuitive, fast, and customer-centric, delivering superior user experience.

- Collaborate closely with IT, Data, and Operations to ensure seamless execution and scalability of digital solutions.

3.Digital Growth & Performance

- Drive business growth through digital journeys, focusing on conversion rate, cross-sell, upsell, and customer retention.

- Leverage data analytics to optimize customer journeys, pricing, product design, and campaign effectiveness.

- Establish clear digital business KPIs (e.g. digital sales contribution, active users, conversion, NPS).

4.Partnerships & Ecosystem

- Build and manage partnerships with digital health platforms, hospitals, clinics, TPAs, fintech and insurtech partners.

- Integrate insurance solutions into the Bank's digital platforms and external ecosystems to enhance customer value.

5.People Management

- Plan and manage headcount and budget for the Digital Business function.

- Build, develop, and retain a high-performing digital business team.

- Set clear KPIs, objectives, and performance expectations for teams and individuals.

- Coach and develop talents with strong digital, customer journey, and growth mindset.

- Promote a culture of innovation, collaboration, and customer-centricity.

Qualifications and Work Experience

Education

Bachelor's degree or above in Business Administration, Finance, Banking, Economics, Technology, or related fields.

MBA or equivalent qualification is an advantage.

Work Experience

- Minimum 1012 years of experience in digital business, digital transformation, or digital product within financial services (insurance, banking, fintech).

- Proven experience in building and operating digital journeys for financial services.

- Strong track record in driving business growth through digital channels.

- Experience in insurance or health insurance is highly preferred.

- Experience working within a bank-owned or ecosystem-based business model is a strong advantage.

Skills & Capabilities

- Strong understanding of digital customer journeys and user experience

- Ability to translate digital journeys into measurable business growth

- Strong stakeholder management and cross-functional collaboration skills

- Strategic thinking combined with hands-on execution capability

- Excellent communication skills in English and Vietnamese