Lead - Digital Channels & Customer Journeys

As the Lead for Digital Channels & Customer Journeys at UBL Insurers Limited, you will spearhead the organizations digital transformation initiatives, redefining how customers, partners, and stakeholders experience engagement with our services. Your role is critical in crafting intuitive and engaging digital experiences that span the entire insurance value chain, from sales and onboarding to service and claims processes. This position requires a strategic mindset, strong project management capabilities, and an unwavering focus on customer-centric design and digital innovation. You will lead a dedicated team of five individuals, driving collaboration and ensuring that our digital platforms meet and exceed the expectations of those we serve. Your leadership will be pivotal in fostering a culture of continual improvement and adaptation to the dynamic digital landscape, aligning closely with UBL IT to deliver impactful, tech-enabled outcomes that strengthen our market position.

Responsibilities

• Reimagine and optimize digital customer journeys to improve overall satisfaction and increase customer engagement across all touchpoints.
• Lead the design, development, and ongoing enhancement of omnichannel self-service platforms, including websites, mobile applications, and chatbots to ensure a user-friendly experience.
• Champion the integration of AI and automation into workflows to streamline processes and eliminate redundancies, enhancing service delivery and efficiency.
• Act as the key liaison between UBL Insurers and UBL IT, ensuring digital projects align with business objectives and are executed effectively, maintaining project scopes and deadlines.
• Develop and implement scalable digital tools and APIs that facilitate efficient interactions with brokers, aggregators, and corporate clients, promoting seamless onboarding and ongoing collaborations.
• Analyze customer feedback and performance metrics to identify areas for improvement in digital services and customer interactions, using data-driven insights to inform design decisions.
• Manage and mentor a team of five, fostering a collaborative environment that encourages innovation and professional growth among team members.
• Stay abreast of industry trends and advancements in technology that can be leveraged to enhance customer experiences and operational efficiencies within UBL Insurers.
• Coordinate with cross-functional teams to ensure the successful execution of digital initiatives, serving as a project manager and supporting the alignment of resources and goals.
• Lead workshops and training sessions to educate stakeholders on digital initiatives and tools, ensuring that the benefits of new platforms are effectively communicated and understood.

Job Skills

Knowledge of insurance productsDistributionProject Management and stakeholderExcellent CommunicationAnalytical Skills

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Karachi, Pakistan

Gender

No Preference

Minimum Experience

5 Years

Apply Before:

Sep 05, 2025

Posting Date:

Aug 04, 2025