Executive, Growth Experience

SUMMARY OF TEAM / DEPARTMENT

At Income, our purpose is to make protection possible for every story. Through our mission of Inclusive Protection, we strive to protect every life in Singapore with solutions that are accessible, affordable and built around real needs.

The Growth Experience team brings this commitment to life across Income’s key digital customer touchpoints, including the corporate website, customer portal and mobile app. The team works across customer journeys to help people find relevant information, complete key tasks and manage their insurance matters with greater ease and confidence.

KEY RESPONSIBILITIES INCLUDE

We are seeking a proactive and customer-focused Executive to join the Growth Experience team. The role supports the continuous optimisation of Income’s mobile app and customer portal, with a focus on improving self-service journeys, platform quality and customer outcomes.

• Support the end-to-end optimisation of customer self-service journeys across the Income mobile app and Unified Portal.
• Gather and clarify business and customer requirements, translate them into user stories and acceptance criteria, and maintain clear project documentation.
• Work with business stakeholders, UX designers, product owners and technology teams to shape practical solutions that balance customer needs, business outcomes and technical feasibility.
• Coordinate user acceptance testing, regression testing and release validation, including test-case preparation, defect tracking and follow-up through to resolution.
• Monitor platform feedback, service issues and customer complaints, and work with relevant teams to investigate root causes and implement improvements.
• Use customer feedback, journey data and digital analytics to identify friction points, prioritise opportunities and measure the impact of changes.
• Support platform initiatives and cross-functional projects from discovery through implementation, including stakeholder coordination, status tracking and risk escalation.
• Maintain accurate backlogs, trackers and documentation, and provide regular updates on delivery progress, issues and outcomes.
• Ensure changes follow established risk, compliance, security, accessibility and release governance requirements.
• Contribute ideas and practical recommendations to improve self-service adoption, customer experience and team ways of working.
• Undertake other digital experience projects or responsibilities as assigned.

REQUIREMENTS

The ideal candidate should

• Have a diploma or degree in business, marketing, communications, design, information systems or a related discipline.
• Have at least 1 year of relevant experience in digital product delivery, UX/UI, business analysis, project coordination or platform operations.
• Be comfortable working with both business stakeholders and technical teams in an agile delivery environment.
• Be able to write clear user stories, document requirements and organise information in a structured manner.
• Have hands-on experience with testing digital journeys, identifying defects and validating fixes before release.
• Be familiar with UX and collaboration tools such as Figma, FigJam or Miro; exposure to digital analytics platforms such as Google Analytics, Firebase or Appsflyer would be an advantage.
• Have strong communication and stakeholder-management skills, with the confidence to ask questions, surface issues and follow through on actions.
• Be organised, detail-oriented and able to manage multiple workstreams and deadlines at the same time.
• Be curious, analytical and proactive in identifying customer problems and recommending practical improvements.
• Experience in insurance, financial services or another regulated industry would be advantageous but is not essential.