Digital Journey Head - Credit Cards

Job Purpose:

A customer journey refers to all the experiences that customers go through while interacting with the bank. For a Credit Card, customer Journey would include - how banks get in touch the customer, how we start the application process, how we communicate with the customer throughout the process, how we use technology and a seamless paperless process etc

Job Description -

We are looking for a candidate who will define customer journey roadmap/product backlog, work with business and functional teams to design and implement reimagined journeys.

Key responsibilities -

- Lead a cross-functional squad to reimagine the customer journeys

- Own creation & revision of journey roadmap which includes base lining of processes, key metrics, benchmarking with industry/competitors, defining target metrics e.g. TAT, approval rate

- Push innovation in the customer journeys by scanning market, competition, fintechs etc. to always be the best in the market

- Be responsible for prioritization of journey features based on assessment of business impact & implement ability and define period/monthly releases

Key/Primary Deliverables of the Role -

- Drive agile execution of releases for multiple projects related to a journey

- Drive adoption of agile product development and DevOps framework

- Lead 'Digital Journey Owners' - who would be running their squads for a business. Key responsibilities

- Lead team of Digital Journey Owners, Business analysts in design and delivery

- Provide support to squad being run by Digital Journey Owner (i.e. cross functional team specific to a journey) in problem solving and decision making

- Drive stakeholder management (Business, Policy, Credit, IT, Ops, Analytics/BIU, Channels etc.) for sign off and successful releases

- Support team in senior stakeholder management and debottlenecking

- Drive change management and on-ground adoption while working with business and functional teams

Secondary Responsibilities:

- Understanding and experience of Digital Product Development Life Cycle, Business Requirement Specification documentation/product backlog (Epics, User stories) and experience of working in an Agile environment

- Proven Business Analysis Skills

Managerial & Leadership Skills:

- Proven team leadership capability (in managing group of analysts/associates), preferably in cross-functional teams

- Ability to drive senior management discussions for alignment/debottlenecking

- Excellent written and verbal communication

- Product development experience on SFDC or similar platforms preferred

Key Success Metrics:

Deliver & effectively track all the deliverables