James Cox

Led the development and implementation of new digital sales channels, incorporating integration with third party sales channels, as well as improvements to legacy sales channels and self service portals.

• Successfully managed the product backlog for two major projects while also handling BAU tasks for multiple online and third-party sales channels. Ensured that all tasks were up-to-date based on strategic goals, business value, regulatory guidelines, and customer needs.
• Developed a sales-driven product roadmap in accordance with AIA Health's business objectives.
• Crafted precise user stories and supplied well-defined acceptance criteria for the development team to comprehend the project requirements.
• Engaged stakeholders, gathered requirements, provided updates to ensure their needs were met
• Translated the product strategy into practical and implementable tasks for the scrum team.
• Facilitated clear communication and alignment of expectations between the scrum team and stakeholders.
• Informed product decisions through the use of analytical tools such as Adobe Analytics, Google Analytics and Hotjar.
• Ensured continuous product value delivery aligned with business goals.
• Planned and supported project delivery for multiple releases, introducing new sales channels that accounted for 14% of all AIA Health customers within one year.
• Developed story cards for a new corporate channel and partner service portal.
• Managed successful delivery of API migration, enhancing performance for both internal and external sales channels.

Managed corporate website and salesforce self-service portal, implementing enhancements and BAU tasks.

• Provided clear project goals, objectives and deliverables.
• Devised comprehensive project strategies encompassing all essential aspects such as timelines, resources and milestones.
• Responsible for overseeing content management and release operations on both corporate website and Salesforce customer self-service portal.
• Championed the launch of a comprehensive Adobe CMS workflow administration system, leading to effective streamlining of content approval procedures.
• Delivered an enhanced leak reporting feature resulting in reduced reporting errors.
• Implemented agile methodologies for efficient project management.

Aligned development processes with digital and business strategies, enhancing new feature delivery across authenticated and unauthenticated service channels.

• Ensured up-to-date prioritization of backlog items for the corporate website, customer self-service platform, and mobile application in sync with strategic goals, business value, regulatory requirements as well as end user satisfaction.
• Aligned product vision with overall business strategy.
• Ensured the development team's understanding by defining user stories and clear acceptance criteria.
• Took charge of stakeholder interaction by gathering requirements, consistently updating them, and fulfilling their needs.
• Broke down product strategy into manageable tasks, facilitating implementation by scrum teams.
• Leveraged Adobe and Google Analytics to drive data-based decision making for product improvements.
• Delivered value to clients by maintaining alignment with business goals throughout product lifecycle
• Increasing digital self-service transactions by 11% through leadership and implementation of various digital optimization initiatives.
• Led successful delivery of personalised experiences which led to a 9% increase in online renewals.
• Developed and launched a sophisticated online banking account generation system via the Suncorp mobile application, producing eight customer sign-ups per day.
• Delivered a document repository accessible through multi-factor authentication that resulted in over 300 daily transactions.
• Enhanced error handling in the link policy feature of the website, resulting in a remarkable 90% decrease in policy linking failures.
• Enhanced user experience through effective integration of native mobile app with third party loyalty platform.
• Led delivery of life insurance initiatives, including API migration and enhancements to digital self-service for various Life insurance products within the Suncorp group.