Job Description

Work From Office


InsuranceMarket.ae


Full-Time



Lead Product and Customer Experience (CX) IT & Regulatory Risk at InsuranceMarket.ae, with a strong IT and regulatory risk focus. You will partner with first line product, engineering, design, data, and operations teams to embed risk?by?design into customer journeys and platforms based on local regulations. Your mandate: build automated controls and telemetry that prevent regulatory issues before they reach customers, accelerate safe delivery, and measurably improve reliability, quality, and trust.

Responsibilities

Build and own the Product & CX Risk framework for digital journeys: risk taxonomy, control standards, KRI/KPI library, and governance rhythms with product and engineering Keep up to date with regulatory requirements and embed those into our IT systems Design "controls-as-code" and automation with engineering: guardrails in CI/CD, policy-as-code, feature flags, kill switches, and real?time checks for completeness/accuracy, pricing, commissions, and disclosures Define release risk gates and sign?offs for changes, experiments, and partner integrations; set thresholds, escalation paths, and rollback criteria
Implement CX telemetry and alerting: customer journey health dashboards (quote bindrenew), SLOs/SLIs, error budgets, drop?off and defect analytics, and complaint signals Establish data quality and lineage controls across core systems and integrations (policy admin, CRM/telephony, payments, data pipelines); automate reconciliations and anomaly detection Drive IT/cyber risk practices that impact CX: access and change controls, secrets management, vulnerability/patch governance, backup/restore, DR/BCP exercises focused on customer?critical services Create experimentation guardrails: A/B test ethics, traffic allocation safety, treatment exclusions, and monitoring for adverse customer outcomes Lead risk assessments for new products, pricing models, journeys, and third?party/outsourced services; ensure contracts and SLAs include measurable risk controls Partner with Compliance/MLRO and Head of Risk on conduct, data privacy, and financial crime interfaces; align KRIs and incident playbooks Stand up incident and problem management for CX risks: real?time triage, root?cause analysis, lessons learned, and automated prevention to stop recurrence Champion a first?line risk culture: training, "shift?left" reviews, risk scorecards for squads, and quarterly control effectiveness reviews Report to leadership and Head of Risk on appetite adherence, top risks, trend insights, and remediation velocity; drive a prioritized risk automation backlog

Requirements

7 to 10 years in product/technology risk, SRE/platform risk, or technology?led operations in a digital business; insurance/fintech/e?commerce exposure is a plus Strong grasp of IT and operational risk as they apply to product and CX: secure SDLC/DevOps, CI/CD controls, cloud fundamentals, data quality, reliability/SRE concepts, and incident/problem management Proven experience embedding automated controls and telemetry in live customer journeys (feature flags, policy?as?code, automated reconciliations, anomaly detection, SLOs/SLIs) Data?driven decision?maker: advanced Excel/Sheets and a BI tool (Power BI/Tableau/Looker); working knowledge of SQL; familiarity with observability stacks (e.g., Datadog, Grafana, CloudWatch) is advantageous Comfortable translating risk into product terms (conversion, churn, CSAT/NPS, refunds/chargebacks, regulatory exposure) and prioritizing a delivery roadmap Excellent stakeholder skills with product managers, engineers, and designers; clear, concise writing and effective challenge at senior levels Tools familiarity: ticketing and change (Jira/ServiceNow), feature flagging (LaunchDarkly or similar), CI/CD (GitHub/GitLab/Azure DevOps), and workflow automation * Relevant certifications helpful but not required (e.g., CRISC, CISM, ISO 27001 Lead Implementer/Auditor, SRE Foundations)