Role & Responsibilities:

Key highlights of the role are listed below (purely indicative and not limiting):

- Support the Lead X-Sell & Servicing in driving the product delivery, optimization, and governance of in-app cross-sell and digital servicing journeys on the CARD mobile application.

- Own the execution of assigned product features and customer journeys, ensuring seamless customer experiences, timely delivery, regulatory compliance, and achievement of business objectives.

- Gather, analyze and document business requirements through BRDs, FRDs, user stories, process flows, and acceptance criteria; work closely with business stakeholders to ensure clarity and completeness of requirements.

- Manage product backlog for Mobile App, prioritize enhancements and defect fixes and support roadmap execution in alignment with business goals and customer needs.

- Drive implementation of journeys and digital products such as EMI conversions, credit limit enhancement, balance transfer, add-on cards, insurance products and other revenue-generating opportunities.

- Own the development and enhancement of digital servicing features including statement access, card controls, rewards redemption, dispute management, service requests, profile management, and other self-service capabilities.

- Coordinate with UX/UI teams to design intuitive, customer-centric journeys that improve conversion rates, reduce drop-offs, and enhance overall app experience.

- Work with Martech, Analytics, and Campaign teams to execute personalized customer engagement initiatives through push notifications, in-app banners, deep links, personalized nudges, and lifecycle-based campaigns.

- Analyze customer behavior, funnel performance, feature adoption, and customer feedback to identify improvement opportunities and recommend data-driven enhancements.

- Collaborate with Analytics and Data Science teams to implement customer segmentation, propensity models, and targeted engagement strategies within the mobile application.

- Support governance activities including compliance reviews, audit requirements, change management processes, release documentation, and adherence to RBI guidelines and internal policies.

- Identify opportunities for process automation, digitization, and customer self-service enhancements to improve operational efficiency and reduce service costs.

Job specific skills:

Applicants should possess the following attributes:

- Strong understanding of digital product management principles with hands-on experience in mobile app product ownership within Banking, Cards, NBFC or Fintech.

- Working knowledge of credit card products and customer lifecycle journeys, including card onboarding, transaction management, EMI conversion, rewards, disputes, limit management, and servicing journeys.

- Experience in managing mobile app product backlogs, requirement gathering, feature prioritization, and roadmap execution.

- Hands-on experience in Business Solutions Group (BSG) activities including preparation of BRDs, FRDs, user stories, process flows, acceptance criteria, and stakeholder sign-offs.

- Good understanding of Agile and Scrum methodologies, including sprint planning, backlog grooming, sprint reviews, and release management.

- Experienced in coordinating with Technology, QA, Design, Analytics, Martech, Operations, Risk, and Compliance teams for successful product delivery.

- Understanding of mobile app development lifecycle, including iOS and Android platforms, API integrations, deep linking, app release processes, and app performance metrics.

- Working knowledge of analytics tools and digital metrics including MAU, DAU, feature adoption, conversion funnels, session depth, CTR, retention, and servicing KPIs.

- Familiarity with API-based integrations, third-party vendor management, and fintech ecosystem partnerships.

- Excellent communication and stakeholder management skills with the ability to effectively collaborate across business, technology, operations, and support functions.

- Strong organizational skills with the ability to manage multiple initiatives simultaneously while maintaining attention to detail and delivery timelines.

- Proficiency in Microsoft Excel, PowerPoint, and product management tools such as Jira, Confluence, Azure DevOps, or equivalent platforms.