Client Digital

Client Digital Manager Job Description • Lead Business Analysis for Client App Enhancements o Lead end-to-end business analysis of client app enhancements, servicing changes, regulatory requirements and BAU improvements. o Define the underlying problem and intended outcome; analyze journeys, processes, systems, data, controls and pain points; and translate agreed needs into delivery ready requirements, user stories, process flows, business rules, data requirements and acceptance criterial. o Maintain traceability and challenge incomplete or solution-led requests. • Manage Business Demand Intake and Backlog Quality o Manage structured intake and assessment of requests from business, Operations, Product, Distribution, Client Experience, Risk and Compliance. o Assess client value, business value, operational impact, regulatory urgency, strategic alignment, expected outcomes, dependencies and readiness. o Maintain a transparent backlog, facilitate prioritization, document decisions and route items to the appropriate delivery path. • Maintain end-to-end Client Journey and Requirement Integrity o Maintain an end-to-end view across Life and Health, Wealth and Pensions, common client, corporate-client and advisor-supported journeys. o Identify cross-journey and cross-platform impacts, prevent fragmented experiences or inconsistent business rules, and incorporate client, advisor, usability and operational feedback into requirements and backlog recommendations. • Provide Business Oversight of Delivery, Change Readiness and Adoption o Act as the principal business contact through analysis, solution design, development, testing, implementation and stabilization. Coordinate business testing, acceptance and sign-off. o Lead business change-impact assessment covering clients, advisors, frontline teams, Operations, processes, controls, communications, training and support. o Confirm readiness evidence before release, monitor early adoption and coordinate reinforcement after implementation. • Support Live-platform BAU, Incident Analysis and Service Recovery o Analyze production issues, recurring client or advisor enquiries, journey failures and operational exceptions. o Clarify impact, affected segments, workarounds, communication needs and priority for permanent resolution. o Convert recurring issues into structured backlog items and support post-release validation and stabilization. • Drive Insight-led Continuous Improvement and Governance o Report demand intake, backlog health, progress, readiness, dependencies, risks, decisions and outcomes. o Use platform analytics, adoption, usage, Digital CSAT, qualitative feedback, service data and incident trends to identify improvements and support prioritization. o Define success measures, coordinate post-implementation reviews and maintain governance records. Requirements • University degree or above in Business, Information Systems, Computer Science, Digital, Finance, Engineering or a related discipline. • At least 6 years of relevant experience in business analysis, digital platform delivery, product management, process improvement or technology-enabled change. • Strong hands-on experience leading business analysis for digital platforms, mobile apps, portals, servicing platforms or other complex client-facing solutions. • Demonstrated experience in requirements elicitation, stakeholder workshops, user stories, acceptance criteria and traceability. Experience managing enhancement demand or product backlogs across multiple stakeholders. • Experience supporting delivery from problem definition through testing, implementation and post-launch review. • Experience coordinating business acceptance testing, defect assessment, business sign-off and implementation readiness. • Experience supporting digital change, including impact assessment, stakeholder engagement, communications, training or user-support readiness, adoption tracking and post-launch reinforcement. • Experience working with Technology, Operations, Product, Design, Data, Risk, Legal or Compliance teams. • Experience in insurance, pension, retirement, wealth, banking, claims or digital servicing is preferred. Regulated-industry experience is strongly preferred. • Relevant certification in business analysis, agile delivery, product management or project management is an advantage but not mandatory.