Lead Digital Channels / Customer Journeys

Job Purpose:

As Lead – Digital Channels & Customer Journeys, you will be at the forefront of UBL Insurers digital transformation, reimagining how customers, partners, and stakeholders interact with the organization. Your mission will be to create intuitive, efficient, and engaging digital experiences across the insurance value chain spanning sales, onboarding, servicing, and claims. This strategic role combines business insight, customer-centric design, and digital innovation, bridging the gap between UBL Insurers and UBL IT to drive impactful, tech-enabled outcomes.

1. Customer Journey Optimization: Reimagine and refine end-to-end digital customer journeys to enhance satisfaction, boost engagement, and eliminate friction at every interaction point from onboarding to claims processing.
2. Digital Channel Development: Lead the design and continuous improvement of omnichannel self-service platforms (web, mobile apps, chatbots) for customers, brokers, and partners focusing on simplicity, speed, and seamless user experience.
3. AI & Automation: Champion the adoption of AI and machine learning to enable straight-through processing, automate repetitive workflows, and deliver smarter, faster services in collaboration with IT and external tech partners.
4. Stakeholder Management: Act as the strategic interface between UBL Insurers and UBL IT, ensuring digital initiatives are aligned with business priorities and delivered efficiently, on time, and within scope.
5. Partner Enablement: Build scalable, secure digital tools and APIs to streamline interactions with brokers, aggregators, and corporate clients—enabling frictionless onboarding, collaboration, and servicing across platforms.

Education:

• Bachelor’s or Master’s degree in Computer Science, Business, Digital Innovation, or related fields.

Experience:

• At least 5 years of experience in digital transformation, customer journey design, or channel development preferably within the insurance or financial services sector.
• Hands-on experience working with cross-functional tech and business teams.
• Exposure to AI/ML use cases in process automation is a strong plus.

Skills & Competencies:

• Strong understanding of digital UX/UI principles and customer-centric design.
• Knowledge of insurance products, distribution channels, and core processes.
• Project management and stakeholder alignment capabilities.
• Excellent communication and analytical skills.

Job Skills

Digital Project ManagementAnalytical SkillsCommunication Skills

Job Details

Industry:

Insurance / Takaful

Functional Area:

Software & Web Development

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Karachi, Pakistan

Gender

No Preference

Minimum Education

Bachelor

Degree Title

Bachelor’s or Master’s degree in Computer Science, Business, Digital Innovation, or related fields.

Career Level

Experienced Professional

Minimum Experience

5 Years

Apply Before:

Aug 31, 2025

Posting Date:

Jul 31, 2025