Digital Assets & Innovation Senior Specialist

Digital Assets & Innovation Senior Specialist We are expanding our Digital Assets & Innovation Management team as part of our strategic focus on digital growth, customer experience, and AI-driven innovation. We are looking for a Senior Specialist who will take an active role in developing and improving our digital platforms, WhatsApp channel, digital sales journeys, and GenAI-powered chatbot solutions. This role is ideal for someone with experience in digital product management, conversational AI, or digital channels who can manage multiple workstreams, work effectively with cross-functional teams, and turn business needs into scalable digital solutions. Key Responsibilities Conversational AI & Digital Channels Lead the development and continuous improvement of our WhatsApp and GenAI chatbot channels Identify and prioritize chatbot, NLP, and automation use cases based on customer needs and business impact Work closely with business and technology teams to translate requirements into clear conversational journeys Improve chatbot performance, answer quality, customer experience, and self-service capabilities Support the integration of AI-driven capabilities such as personalization, smart recommendations, and sales assistance into digital channels Coordinate content, knowledge sources, and integrations required to keep chatbot responses accurate and up to date Digital Product & Customer Journey Management Manage digital initiatives from discovery and prioritization through development, testing, and go-live Design and improve end-to-end digital customer journeys across sales, onboarding, service, and claims Identify, design, and launch new digital features, products, and value propositions Manage MVP cycles and contribute to the digital roadmap Drive integrations with internal systems, distribution channels, and bancassurance partners Ensure that digital solutions are scalable, flexible, and aligned with customer and business needs Project & Stakeholder Management Manage multiple projects and workstreams simultaneously while maintaining clear priorities and timelines Work closely with IT, Product, Marketing, Sales, Data, UX/UI, Compliance, Information Security, and external vendors Coordinate dependencies, risks, testing, approvals, and delivery across different teams Lead projects using agile ways of working and maintain strong ownership from concept to execution Ensure compliance with regulatory, data privacy, and information security requirements Data & Performance Management Monitor chatbot and digital channel performance through metrics such as usage, engagement, containment, conversion, response quality, and drop-off rates Analyze customer behavior and operational data to identify improvement opportunities Translate data insights into clear and actionable recommendations Support a continuous test-and-learn approach across digital initiatives Who You Are Experience Minimum 3 years of experience in digital product management, digital channels, conversational AI, innovation, or a related field Hands-on experience managing digital products or platforms from concept to go-live Experience with GenAI chatbots, NLP, conversational AI, or virtual assistant solutions Experience with WhatsApp-based customer journeys or conversational solutions is strongly preferred Experience in insurance, banking, fintech, telecommunications, or e-commerce is preferred Experience working with IT teams and external technology vendors Strong understanding of agile product and project management practices Skills Strong analytical skills and confidence in interpreting dashboards, customer data, and performance metrics Ability to manage multiple projects and priorities in a fast-paced environment Good understanding of digital customer journeys, sales funnels, and self-service experiences Familiarity with UX/UI and conversational design principles Strong stakeholder management, communication, and coordination skills Ability to translate business needs into clear and structured requirements Professional working proficiency in English Mindset Strong ownership and a hands-on approach Customer-focused, curious, and data-driven Comfortable working with ambiguity and creating structure Passionate about technology, innovation, and AI-enabled experiences Collaborative and influential across cross-functional teams Proactive, adaptable, and solution-oriented