Lead - Customer Journey & Innovation - Consumer Durable Loans

Lead - Customer Journey & Innovation - Consumer Durable Product

Role : Lead Customer Journey & Innovation-Consumer Durable Product

Grade : Open as per the current

Preferred Industry : Consumer tech, e-commerce or Fintech companies.

Job Specification :

- We are looking for experienced candidates for process re-engineering and bring new ideas into the business. For this role we want someone who can review and re-design the existing processes/systems to bring in process efficiencies. Candidate must be innovative and good at relationship building.

- Candidate should also have strong analytical skills. Knowledge of systems, processes and policies.

- The candidate is also expected to lay end-to-end process for the loan product that is being managed.

Job Responsibilities :

- Gain a deep understanding of existing processes and policies, identify and fill process gaps and generate new ideas to bring in efficiency and reduction of TATs across all processes.

- Scope and prioritize activities based on business and customer impact

- Research new technological trends so as to figure out how to incorporate them into products. Also, conduct competition product/process comparison.

- Lead the development of project plans, scope BRDs, UAT testing and appropriate systems documentation

- Facilitate team input into various stages of product development and design

- Coordinating with cross-functional teams like Projects, IT, Operations, Policy, Technology and Sales, to create and continuously enable changes in products, workflows, policies etc.

- Defining new processes and documenting of processes related to the loan life-cycle

- Undertaking projects to identify gaps in processes and initiate corrective action wherever required, including improvement in end-to-end login-to-disbursement turnaround time.

- Take ownership of all system related activities including SFDC, Finn one, Dealer portal, Brand portal, Sales App, Delivery App, etc.

- Strategically responsible for customer experience - Innovation, Conceptualize and Implement Digitization of customer service framework, Product development and management, New CRM implementation and integration, Automation of customer service processes, and redesigning of core system to support mobility

- Taking complete ownership of user experience across CD business for customers, dealers & sales staff.

- Create prototypes and design flow; present the mock designs to the team/ management and seek approval to take live

- Driving digital penetration of customers through various initiatives and projects

- Automation of all MISs

- Define and analyze performance metrics & prepare project status and feature

- Continually review existing processes to develop suggestions for improvements

- B-Tech and MBA, with around 8/10 years of experience in customer journeys, CRM, LMS.

- Must have good collaboration skills, energetic, aggressive. Out of the box thinker.

Interested candidates can reach / 9625310814