Job Purpose

- To own and deliver Customer Experience across all the digital channels through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners.

- Defining the customer journey workflows, maximize customer engagement and retention. Continuous benchmarking with competitive digital journeys to ensure best in class customer experience.

- To own customer engagement & retention strategy

Key Result Areas/Accountabilities -

Application Governance

- Ensure smooth operation for all digital tools & applications

- Continuously work on enhancement of features

- Oversee all mobile applications for all CIOT products

- Collaborate with internal teams to ensure brand consistency

- Ensure App experience to be consistent across software (Android /IOS/Microsoft)

Continuous Quality Evaluations

- Ensure no downtime/ time lag on app experience

- Ensure tracking is accurate and reports available are as per timelines identified

- Ensure retrieval of information /videos/ logs available easily on the app

- Understanding of systems back up & restoration through app (to protect customer privacy & data leakage from a regulatory standpoint)

Analytics

- Analyse usage metrics & feedback

- Ensure that app downloads are equal to sales & app uninstalls are not more than the KPIs defined

- Analyse customer behaviour & usage pattern and provide actionable insight to product, sales and distribution and marketing teams

- Use user insight, analytics, best practices, competitor analysis to support design decisions

Engagement & Retention

- Generate innovative ideas to increase engagement and usage of the app

- Increase customer awareness of the benefits & features of all CIOT products

- Drive increase in usage of the mobile app/ web through various campaigns by creating a customer engagement calendar for ensuring increase in mobile app usage for customers who have bought CIoT products (surveys/ contests/quizzes, etc)

- Liase with marketing to create content for self-help videos for various features & benefits

- Monitor communication effectiveness and improvise on the same

Core Competencies, Knowledge, Experience

- 8-10 years of experience in app/web design, development, implementation & user journey support principles and practices, of which at least 3-4 years industry experience in designing for mobile & web

- Domain Expertise Mobile/ web/ internet/ commerce/ marketplace products experience across e-commerce. Experience with UI/UX functions such as research, personas, user journeys , etc

- Analytical Expertise Strong quantitative analysis skills to lend insight to business KPIs, problems & outcomes

- People Management skills communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business

- Strong Execution skills Ability to extract deliverables on a day-to-day, month-on-month and quarter-on-quarter by considering market trends, customer feedback & usability findings

Must have technical / professional qualifications:

- Graduate and above, MBA preferred.

- Project Management, Product Life Cycle Management

- Years of Experience - 8 - 10 years

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