01Overview
Role & responsibilitiesRole Purpose :-
Lead the business ownership, enhancement roadmap, and governance of the Care Health
Insurance Mobile App to deliver an improved digital customer experience. Act as the single
point of contact between business, IT, product, vendors, and operations to ensure timely
delivery of business requirements and continuous improvement of mobile app services.
Key Responsibilities :-1. Business Ownership
Act as the Business Owner for the Customer Mobile App.
Define product vision and enhancement roadmap aligned with business objectives.
Prioritize customer-centric features based on business impact and customer feedback.
2. Project Management
Lead end-to-end implementation of mobile app projects from requirement gathering to
production deployment.
Prepare BRDs, user stories, process flows, and business requirement documents.
Track project milestones, dependencies, risks, and timelines.
Conduct project governance meetings and publish status reports.
3. Business Requirement Management
Gather requirements from Customer Service, Claims, Underwriting, Policy Servicing,
Wellness, Sales, Digital and other stakeholders.
Evaluate feasibility and define business priorities.
Obtain business approvals before implementation.
4. Change Request Governance
Review and prioritize Change Requests (CRs).
Coordinate with IT teams for development planning.
Ensure CR documentation is complete and approved.
Track delivery timelines and implementation status.
5. User Acceptance Testing (UAT)
Prepare UAT scenarios and test cases.
Coordinate business UAT with stakeholders.
Validate defect resolution.
Provide business sign-off before production release.
6. Production Support
Monitor production issues affecting customers.
Coordinate with IT and vendors for timely resolution.
Conduct RCA for major incidents.
Ensure adherence to defined SLAs.
7. Customer Experience & Analytics
Analyze app usage, customer feedback, ratings, and complaints.
Identify opportunities to improve digital adoption and customer experience.
Monitor key digital KPIs and recommend improvements.
8. Stakeholder Management
Coordinate with:
IT
Digital Team
Product Team
Claims
Underwriting
Operations
Marketing
Vendors
Drive cross-functional alignment for successful project delivery.
9. Governance & Reporting
Publish project dashboards and MIS.
Track enhancement backlog.
Monitor SLA and TAT for CR implementation.
Present updates to senior management.
10. Process Improvement
Identify opportunities for automation and digitization.
Recommend process improvements to reduce customer effort.
Support AI and digital transformation initiatives.
Key DeliverablesMobile App Enhancement RoadmapBRDs & User StoriesProject PlansUAT Sign-offsRelease Notes .
