Exp:14+ years Responsibilities : - Partnering with cross-functional teams to define experience aspiration and strategy for core customer journeys. - Defining the product vision, objectives, and requirements for digital products and live experiences. - Providing expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Marketing, and other organizations. - Analyzing customer behavior data to identify insights and define tactical plans to execute. - Engaging with stakeholders to drive omni-experience solutioning efforts across business, design, and engineering partners. - Effectively communicating objectives, data analysis, and solutions to executives and working team members. - Defining use case scenarios of customer journeys and optimal customer engagement for omni experiences. - Crafting user stories to document experience updates. - Organizing feature backlogs to optimize delivery in alignment with business priorities. - Leading the delivery of experience features backlog in partnership with engineering and the business. - Defining common tools and systems in partnership with Engineering. - Acting as a fierce customer experience advocate leading culture initiatives to embed design thinking and a channel agnostic mentality within the organization. What we;re looking for: You'll need to have: - Bachelor's degree or four or more years of work experience. - Five or more years of experience in customer experience, product management, e-commerce, or omni-channel lifecycle management. - Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences. - Experience facilitating and communicating effectively with others. - Experience stakeholdering, collaborating, and influencing an organization. - Experience with data measures and analysis (e.g., Voice of Customer, Voice of Employee). Even better if you have: - MBA or other relevant Master's degree. - Experience with loyalty programs, websites, or applications. - Knowledge of the use of research and A/B testing to optimize digital experiences. - Agile certification and/or experience working in an Agile environment. - Experience with Product Development/Management tools (e.g., Jira/Confluence). - Experience in journey mapping, designing thinking, and service design. - Knowledge of web content best practices, including UX disciplines. - Familiarity and competence at accessing channel measurement dashboards and researching customer and representative behavior. - Technical system knowledge of interactions and interfaces. - Knowledge and understanding of content and systems or record. - Understanding of sub-journey system utilization and user behaviors. - Knowledge and awareness of regulation and process differences between channels which can impact the customer experience. - Knowledge and awareness of operational and managerial engagement and variability across channels.

Chennai

Hyderabad

Senior Manager - Experience Management/Product Management - IT/eCommerce  

Senior Manager - Experience Management/Product Management - IT/eCommerce   ,Job Description for Senior Manager - Experience Management/Product Management - IT/eCommerce   in Upgrade HR Consulting Pvt Ltd in  Chennai Hyderabad for (14-18) years of experience. Apply Now!

Job Description for Senior Manager - Experience Management/Product Management - IT/eCommerce   in Upgrade HR Consulting Pvt Ltd in  Chennai Hyderabad for (14-18) years of experience. Apply Now!