Available to hire
I am Jay Bose, a Digital Experience and Engagement Transformation Executive with 20+ years of delivering CX, digital marketing, and service transformation across insurance, banking, and government sectors.
I have led AI-driven personalization programs, built integrated MarTech architectures, and designed cross-government and cross-enterprise journeys that drive measurable growth, loyalty, and efficiency.
Experience Level
Expert
Expert
Language
English
Fluent
Work Experience
Associate VP Digital Marketing Transformation and Performance Measurement at Manulife Asia
February 1, 2024 - PresentLeads digital marketing transformation across Asia, establishing KPI-driven performance measurement, and overseeing the implementation of MarTech capabilities to enable real-time personalization and scalable engagement.
Marketing Associate Director - Digital Marketing Transformation (MarTech) at AIA Group
December 1, 2021 - February 1, 2025Directed MarTech strategy and execution for digital marketing transformation, delivering data-driven insights, personalized engagements, and efficiency improvements across the customer lifecycle.
Director - CX and Digital Marketing at KPMG Singapore (AIA secondment)
April 1, 2018 - December 1, 2021Led CX and digital marketing transformation initiatives for AIA, integrating customer experience design with marketing operations and technology.
Manager, Customer Transformation and Value Assurance at Finastra APAC (contract role)
November 1, 2017 - February 1, 2018Managed customer transformation programs and value assurance across APAC, focusing on retention, onboarding, and service improvements.
Principal - Customer Success at NICE APAC
June 1, 2015 - November 1, 2017Led customer success initiatives, adoption programs, and retention strategies across APAC regions.
CX and Service Design Contractor - Service Delivery Transformation and (Cx) Consulting
March 1, 2011 - June 1, 2015Delivered end-to-end service design and cross-channel transformation initiatives, focusing on onboarding, claims management, and customer engagement improvements.
Senior Manager - Operational Value Realization at Accenture Australia
March 1, 2009 - March 1, 2011Led operational value realization programs, driving efficiency and effectiveness across client operations.
Senior Manager - Performance Improvement at PwC Australia
April 1, 2006 - February 1, 2009Directed performance improvement initiatives, delivering measurable enhancements in process efficiency and performance metrics.
Senior BA - Customer Experience Consulting at CEC/ISI Australia
January 1, 2004 - December 31, 2007acted as senior business analyst supporting customer experience initiatives and consulting engagements.
CX and Service Design Contractor / Service Delivery Transformation at Independent Contractor
March 1, 2011 - June 1, 2015Delivered CX and service design consulting, improving onboarding, cross-channel experiences and service workflows for multiple clients.
Education
MBA at La Trobe University, Melbourne
January 11, 2030 - January 22, 2026MBA at La Trobe University
January 11, 2030 - January 22, 2026Qualifications
Industry Experience
Financial Services, Government, Telecommunications, Professional Services, Healthcare, Media & Entertainment, Education
Experience Level
Expert
Expert
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