Lead - Digital Customer Experience - FinTech

Lead - Digital Customer Experience

Role summary :

- Creating a vision & executing initiatives to provide best in class digital customer experience and drive usage across the app

- Managing app store ratings and incorporating the voice of customers across the products

- Improving performance and responsiveness of the app and driving consistency for the same

- Stay on the lookout for identifying latest digital technologies and opportunities to continuously enhance customer experience

- Contribute towards a cohesive digital estate that communicates our story to a diverse range of audiences

Key roles & responsibilities :

- Set strategic direction & provide support to design & deliver on initiatives uplift the digital customer experience

- Deliver new digital products, strategies & experimentation to achieve enhanced customer experience with minimal disruption

- Lead conversations rate optimization & analyze customer intent to drive engagement & success rate on key sales funnels

- Work closely with comms, marketing & external partners to direct strategic decisions for the optimization of digital traffic

- Responsible for consistent performance and responsiveness, and drive performance tuning, re-design & re-factoring

- Drive a step-change in ways to set, monitor, and manage performance targets for the organization

- Responsible to formulate and execute interventions to drive-up the app store ratings

- Report on marketing KPIs like leads, conversion rates & app traffic, and measure ROI of online advertising campaigns

- Lead thematic strategy and conceptualization of in-app user engagement content and videos

- Establish standards for collaboration with business owners to establish quantifiable goals for the team

Qualification :

- Academics MBA from Tier I/II business school; minimum of a Bachelor's Degree from Tier I/II institutes

- Experience 8+ yrs of experience (Banking is preferred), with 4+ years in FinTechs & digital roadmaps; open to others

Key skills :

Domain Expertise :

1. Solid understanding of consumer/ banking/ fintech products & journeys

2. Knowledge of digital technologies and experience of identifying, sourcing and delivering new technologies to improve customer experience and drive engagement & growth

3. Can manage within a complex ecosystem of technology, vendors and other stakeholders

Agile/Digital Experience : Knowledge of web management techniques such as SEO and CRO, customer data analysis and CRM software

Individual Skills :

- Communication & Interpersonal skills

- Independent with Drive, Energy & Action Orientation

- Innovative Thinking, Inquisitive & Creative Mind (specially resource & budget management)

- Superior and Intuitive Research & Analytics skills

- Collaboration & Goodwill

Mindset & Behaviors : Challenger mindset & passion to challenge status quo to find new solutions to drive out of the box ideas - H