Head - Digital Product Management/Customer Experience - Bank

Head Digital Product Management Customer Experience - BANK

Given below the position details with a Leading Bank :

Role/ Job Title: Head - Digital Product Management - Customer Experience

Leadership Role

Function/ Department: Digital Platform

Location - Mumbai

Role Summary:

- Lead a highly engaged and cross-functional talented team that champions digital product strategy and product road mapping for a suite of complex customer-facing digital experiences, delivered through a leading mobile banking application

- Responsible for tracking the latest innovations, competition benchmarking, digital disruptions & trends in the digital customer service industry

- Contextualizing the market trends and new/ upcoming themes to define the product strategy

Roles & Responsibilities:

- Drive the Customer experience product vision and roadmap and draw alignment across product, engineering and business teams.

- Lead the self-service channel growth and execute new digital journeys across products and businesses

- Design and lead customer service charter and guide the organization on the correct path of great customer experience

- Consistently analyze competitors and global industry leaders in customer service space to develop deep understanding of latest digital customer service journeys & upcoming trends

- Assess trends and customer behavior using analytics to identify, analyze and implement new innovations

- Utilize market and industry knowledge to translate user needs into user stories and acceptance criteria for their team

- Lead conversion rate optimization on digital service journeys and drive digital adoption to reduce operational costs

- Collaborate with design, content and agency teams to conduct user research & ensure customer experience-driven design

- Incorporate customer & business feedback into product roadmaps, effectively negotiating tradeoffs & conflicting priorities