Product Head - Digital Assets & Customer Channels

Product Head - Digital Assets & Customer Channels

Job Description :

Job Summary :

We are seeking an experienced Product Head Digital Assets & Customer Channels to lead and scale the end-to-end digital customer experience for a leading lending business. The role will be responsible for owning and driving the organization's complete customer-facing digital ecosystem, including customer portals, mobile applications, chatbots, WhatsApp channels, self-service platforms, CRM initiatives, and digital engagement programs.

The ideal candidate will have deep experience in the lending industry and a proven track record of driving digital transformation, customer activation, cross-sell initiatives, self-service adoption, and product-led growth. This role requires strong leadership capabilities to manage and mentor a high-performing team while delivering measurable business outcomes.

Key Responsibilities :

Digital Assets & Channel Ownership :

- Own and drive the strategy, roadmap, and performance of all customer-facing digital channels.

- Ensure seamless and consistent customer experiences across all digital touchpoints.

Customer Engagement & Growth :

- Drive customer activation, onboarding, engagement, retention, and lifecycle management initiatives.

- Develop and execute cross-sell and upsell strategies to maximize customer value and revenue growth.

- Design and optimize CRM programs, customer journeys, and personalized marketing campaigns.

- Leverage customer insights and behavioral analytics to improve engagement and conversion metrics.

Self-Service & Digital Transformation :

- Lead initiatives to achieve and maintain 80%+ self-service adoption across customer journeys.

- Continuously identify opportunities to digitize processes and reduce dependency on assisted channels.

- Improve operational efficiency through automation and digital innovation.

Product Management & User Experience :

- Define product vision, roadmap, and prioritization aligned with business objectives.

- Collaborate with technology, design, analytics, operations, and business stakeholders to deliver impactful digital solutions.

- Drive UI/UX enhancements to improve customer satisfaction, usability, and conversion rates.

- Establish and monitor key product performance metrics and customer experience KPIs.

Leadership & Stakeholder Management :

- Lead, mentor, and develop a team of 10+ product, digital, and customer experience professionals.

- Work closely with senior leadership to align digital initiatives with organizational growth objectives.

- Foster a culture of innovation, customer-centricity, and continuous improvement.

Desired Candidate Profile :

- 12 - 16 years of experience in Product Management, Digital Channels, Customer Experience, or Digital Transformation.

- Mandatory experience within the Lending / Financial Services industry.

- Strong expertise in managing customer-facing digital platforms such as mobile apps, web portals, self-service ecosystems, chatbots, and CRM platforms.

- Proven experience in driving customer acquisition, activation, engagement, retention, and cross-sell programs.

- Strong understanding of digital analytics, customer journey mapping, UI/UX principles, and product lifecycle management.

- Demonstrated success in leading large-scale digital transformation initiatives.

- Experience managing and developing high-performing teams.

- Excellent stakeholder management, communication, and leadership skills.

- MBA/PGDM or equivalent postgraduate qualification preferred.

Role Details :

- Role : Product Head Digital Assets & Customer Channels

- Industry Type : Lending / Financial Services

- Department : Product Management

- Employment Type : Full-Time, Permanent

- Role Category : Product Management Technology