Chief Digital Officer (CDO)

Location: Gurgaon, India

Industry: NBFC - Retail Lending

Reporting To: COO

About the Organization

A leading and rapidly growing NBFC is seeking an accomplished Chief Digital Officer (CDO) to lead enterprise-wide digital transformation and innovation initiatives across its retail lending businesses including Home Loans (HL), Gold Loans, Business Loans (BL), Personal Loans (PL), LAP, and other secured/unsecured lending products.

The organization is focused on building a technology-led, customer-centric, and scalable lending ecosystem with strong digital capabilities across sourcing, underwriting, servicing, collections, analytics, and customer engagement.

Role Objective

The Chief Digital Officer (CDO) will be responsible for defining and executing the company's digital strategy across all lending products and customer touchpoints. The role requires building a scalable digital lending ecosystem that enhances customer acquisition, improves operational efficiency, drives portfolio growth, and creates superior customer experiences.

The incumbent will lead digital business transformation initiatives leveraging AI, analytics, automation, fintech integrations, and digital platforms to position the organization among the leading digitally enabled NBFCs in India.

Key Responsibilities

Enterprise Digital Transformation

- Define and drive the organization's overall digital transformation roadmap aligned with business growth objectives.

Lead digitization initiatives across:

- Home Loans (HL)

- Gold Loans

- Business Loans (BL)

- Personal Loans (PL)

- Loan Against Property (LAP)

- Cross-sell and customer engagement platforms

- Build a unified digital lending ecosystem across sourcing, onboarding, underwriting, servicing, collections, and renewals.

- Create scalable and future-ready digital operating models.

Digital Lending & Customer Journeys

- Build seamless end-to-end digital customer journeys from lead generation to loan disbursement.

- Drive paperless onboarding, digital KYC, e-signature integration, video KYC, and instant decisioning capabilities.

Improve digital sourcing through:

- Direct-to-customer platforms

- DSA ecosystems

- Embedded finance partnerships

- API integrations

- Fintech alliances

- Enhance digital customer engagement, self-service, retention, and loyalty initiatives.

- Product & Platform Innovation

Lead development and enhancement of:

- Mobile applications

- Customer portals

- LOS (Loan Origination Systems)

- LMS (Loan Management Systems)

- Collections platforms

- CRM and lead management systems

- Introduce AI-driven underwriting and risk assessment models.

- Drive digital-first product innovation for retail and SME lending.

- Data, Analytics & AI

Build enterprise-wide analytics and AI capabilities to support:

- Credit underwriting

- Customer segmentation

- Cross-sell opportunities

- Fraud detection

- Collections optimization

- Predictive risk analytics

- Drive data-led decision-making culture across functions.

- Implement real-time dashboards and business intelligence frameworks.

Technology & Automation

- Work closely with CTO and engineering teams to modernize technology architecture and digital infrastructure.

Lead implementation of:

- AI/ML solutions

- Robotic Process Automation (RPA)

- Cloud transformation

- API-based ecosystems

- Workflow automation

- Improve operational scalability while reducing turnaround time (TAT) and cost per loan processed.

Digital Sales & Growth

- Drive digital customer acquisition strategies for HL, PL, BL, and Gold Loan businesses.

- Build digital partnerships with fintechs, marketplaces, aggregators, and ecosystem players.

- Increase digital contribution to total sourcing and loan disbursements.

- Improve funnel conversion metrics and customer acquisition efficiency.

Customer Experience & Service Excellence

- Enhance customer experience across all digital and assisted channels.

- Build omni-channel servicing capabilities.

- Improve customer satisfaction, NPS scores, and engagement through personalization and automation.

- Governance, Risk & Compliance

Key KPIs

- Growth in digital loan sourcing and disbursement

- Increase in digital customer acquisition

- Reduction in onboarding and approval TAT

- Improvement in conversion ratios

- Growth in digital servicing adoption

- Automation-led productivity improvements

- Customer NPS and engagement metrics

- Cost optimization through digitization

Candidate Profile

Experience

18+ years of experience in Digital, Technology, Product, or Transformation roles within:

- NBFCs

- Banks

- FinTechs

- Consumer lending organizations

- Proven experience in digital lending ecosystems across secured and unsecured products.

- Strong understanding of retail lending journeys, customer lifecycle management, risk, collections, and fintech integrations.