Lead - Digital Analytics - Customer Experience

Lead - Digital Analytics- Customer Experience

Educational Qualifications :

Post Graduate - M.A Statistics /Economics / MBA

Experience : 6+ years

Job purpose : Setup a digital analytics team that will work closely with product team with the objective of enhancing customer experience

Details of expected responsibilities :

- Leverage analytics suite (google /adobe) to understand customer drop off funnels, behaviour in journeys

- Conduct impact analysis of UI/UX changes, and accordingly recommend marketing strategies to relevant stakeholders

- Regular journey analysis to provide recommendations to relevant stakeholders (product)

- Conduct hypothesis testing to measure the impact of new product features or designs on website traffic

- Use advanced analytics / statistical models to enhance customer experience by exploring personalised journeys

- Developed framework to enhance customers experience by using customer's digital footprint and the optimal path

- Drill downs on drop offs to identify RCA

Risk, Controls & Conduct :

- Ensure error free execution and seamlessly follow a documented process for execution

- Ensure data is shared only with required and authorized users

- Before sharing of any data (customer sensitive) ensure data governance policies are adhered

- Enable transparency by communicating the impacts of changing market, credit, reputational and/or finance risks and through regular maintenance of updates to policies / procedures

Managerial & Leadership Responsibilities : Lead should be able to manage 2-4 team members