Vipicks Resources Hiring! Full Time Lead - Digital Journey in Federal Territory, Earn up to MYR 13,000 - Ricebowl

Job Scope:

Lead – Digital Journey (Health)

The Lead – Digital Journey (Health) is accountable for designing, building, and scaling end-to-end digital and agent-assisted customer journeys for MHIT and related Health propositions. This role drives Online-to-Offline (O2O) and hybrid distribution models, ensuring seamless customer experience, agent enablement, regulatory compliance, and readiness for pilot and public launch of MHIT

PRINCIPAL DUTIES & RESPONSIBILITIES:

1. Digital & Omnichannel Journey Design

• Lead the design and implementation of D2C and agent-assisted (O2O) journeys for MHIT and Base / Base+ Health propositions.
• Define target state customer journeys across key touchpoints (lead generation, onboarding, advisory, issuance, servicing).
• Ensure journeys are scalable across channels (Agency, Digital Direct, Partnerships) in line with MHIT strategy.

2. Delivery & Execution

• Own delivery of MVP and scaled digital journeys, including pilot readiness and post-pilot enhancements.
• Work closely with IT, Digital, Ops, and Vendor teams to translate business journeys into system and process requirements.
• Ensure end-to-end readiness covering systems, data, operations, and servicing for MHIT implementation.

3. Agent Enablement & Sales Support

• Build agent-assisted digital solutions, including lead management flows, advisory playbooks, and journey scripts.
• Partner with Agency, Marketing, and Training teams to support adoption through tools, playbooks, and enablement materials.
• Support alignment of agent incentives and KPIs related to MHIT journeys where applicable.

4. Governance, Risk & Compliance

• Ensure digital journeys comply with BNM / MHIT requirements, internal risk standards, and data governance principles.
• Support regulatory submissions and clarifications related to digital and agent-assisted MHIT journeys.
• Track journey performance, adoption metrics, and operational risks, escalating issues where required.

Key Deliverables

• Designed and approved end to end D2C and agent assisted MHIT journeys.
• MVP digital / hybrid journeys ready for pilot.
• Lead management and journey flows supporting agent assisted sales.
• Readiness artefacts for pilot and public launch (processes, playbooks, dashboards).
• Post pilot optimisation and scale up plan.

Experience & Qualifications

• Bachelor’s degree in Business, Digital, Technology, Marketing, or related field.
• 8–12 years of experience in digital journey design, digital product management, or omnichannel transformation, preferably within insurance, financial services, or regulated industries.
• Proven experience delivering D2C or O2O customer journeys involving distribution partners or intermediaries.
• Experience with health insurance, agency distribution, or large-scale transformation programs is a strong advantage. Skills & Competencies
• Strong understanding of digital customer journeys, UX principles, and business-to-tech translation.
• Excellent stakeholder management skills across business, IT, operations, and distribution.
• Strong execution mindset with ability to drive delivery under tight regulatory and timeline constraints.
• Clear communication skills, with ability to prepare senior management and regulatory-ready materials.

Success Measures

• Successful delivery of MHIT digital and agent-assisted journeys for pilot and launch.
• Adoption and usability of digital journeys by agents and customers.
• Compliance with regulatory and governance requirements.
• Tangible improvement in journey efficiency, readiness, and scalability.

Pay: RM8,000.00 - RM13,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• customer experience / customer journey: 6 years (Required)
• Digital customer journey: 8 years (Preferred)
• digital journey design, digital product management: 8 years (Preferred)
• insurance/ financial services/Healthcare: 8 years (Preferred)

Work Location: In person