Associate Director, Customer Transformation (AI), Insurance

Company : Morgan Mckinley

Job Type : Full Time

Hong Kong

Job Description - Associate Director, Customer Transformation (AI), Insurance

Job Responsibilities

Core Executive Role

Define AI Strategy: Architect the enterprise-wide AI and analytics roadmap for insurance marketing.
Lead Transformation: Drive the cultural and technological shift from legacy processes to data-driven automation.
Own ROI Delivery: Accountable for financial returns on all AI products and analytics investments.
Manage Stakeholders: Align C-suite executives, marketing teams, actuaries, and IT on AI initiatives.

Marketing AI & Analytics Responsibilities

Optimize Acquisition: Build predictive models to reduce Customer Acquisition Cost (CAC) across digital channels.
Hyper-Personalization: Deploy real-time recommendation engines for tailored insurance product offers.
Churn Prediction: Develop early-warning AI systems to identify and retain at-risk policyholders.
LTV Maximization: Utilize advanced analytics to forecast and boost Customer Lifetime Value (LTV).
Next-Best-Action: Implement machine learning to guide agents on the optimal next step for prospects.

Data & Digital Transformation Leadership

Modernize Tech Stack: Oversee the migration from legacy data warehouses to scalable cloud AI platforms.
Data Governance: Establish strict data privacy, security, and AI ethical frameworks (e.g., GDPR, CCPA).
Agile Product Delivery: Lead cross-functional pods of data scientists, data engineers, and product managers.
Maturity Upskilling: Design programs to improve data literacy across traditional insurance business units.
Vendor Management: Evaluate, select, and manage external AI vendors and InsurTech partners.

Job Requirements

Bachelor's degree holder
At least 10 years of experience in advanced analytics, product or platform development with large companies
Well versed with various AI tools, with demonstrated ability to pioneer practical AI applications
Strong experience managing large-scale, cross-functional projects, with proven ability to provide thought leadership on marketing activities and customer journeys
Fluent Cantonese and English

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Associate Director, Customer Transformation (AI), Insurance

Job Description - Associate Director, Customer Transformation (AI), Insurance

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