CIO50 2019: #26-50 Juliana Chua, Income (NTUC)
As Head of Digital Transformation, Juliana Chua launched four key initiatives to drive innovation at NTUC Income.
The first was an eight-week change management programme embracing agile methodology to key personnel within the organisation, endorsed by an executive committee as project sponsors.
Second was an integrated life insurance and digital adviser portal, housing the “most comprehensive” set life products in Singapore.
Next up was enhancing the customer portal to go paperless with online policy documents, ensuring all claims will be filed online across life, health and general insurances, in addition to unified logins across all customer applications.
This was rounded off with a “staycation case competition” to all six universities in Singapore, which received over 2000 student registrations.
The innovation aim? To allow NTUC Income to digitise core business assets and to re-skill people to be digitally enabled and ready for disruption ahead of time.
From a business objectives standpoint, the top-line focus centred around growing market share through the customer lens of digital natives, acknowledging e-commerce expectations in the process.
Meanwhile, the bottom-line priority was to improve operational efficiency, enhanced through innovating processes and frameworks.
The business has deployed artificial intelligence, machine learning, hybrid cloud, chatbots and the Internet of Things, shaped by a “design thinking, agile and open approach”.