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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
* Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) PROJECT MANAGEMENT Deliver an engaging and friction-less customer-focused digital experience across company assets like website customer service portal and various touchpoints. Assess the company s digital assets on a daily basis to identify consolidate and report customer experience concerns. Analyse and synthesize this data to measure and validate the performance of digital experiences primarily for customer journeys. Raise user stories and work along with functional units within marketing and business team to timely deliver the revised journeys. Work with the product design team to develop and deliver the new customer journeys Own and deliver the KPIs for a zero-error environment and high NPS. Continuously assess competitor scans and market landscape to generate most up-to-date insights findings and the best digital consumer experience practices across platforms. Champion 2 big consumer experience initiatives in a year to create amazing customer experiences across the entire digital customer journey. 4. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) Running a comprehensive project involving multiple stakeholders from within marketing teams like performance marketing technology QA analytics to centre of excellence units sitting within businesses. Building a customer-in POV along with delivery the busines objectives. 5. DECISIONS (Key decisions taken by job holder at his/her end) Leverage customer behaviour data and draw inferences to create an exceptional customer journey and deliver superior experience. Setting priorities for various projects and leading the same. 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work Product Design team Performance Marketing Analytics Marketing Technology Quality Analysis Team Content Team UI team and Business COEs External Clients Roles you need to interact with outside the organization to enable success in your day to day work NA 7. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (These should be quantifiable numerical amounts) KEY RESULT AREAS 1. Drive, * SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications Qualifications & Work Experience Master s in marketing from a top B-school 2+ years of experience working in a digital experience manager role with a customer-focused, and data-driven mindset Preferably from an in e-commerce and digital user experience background (strategy, planning, and market analysis) Project management Analytical mindset to infer customer behaviour data to develop & execute customer-based journeys Exemplary attention to detail Excellent stakeholder management, including the ability to deal with stakeholders at all levels Ability to work in self-directed, fast-paced, results-oriented environment Comfortable dealing with ambiguity; entrepreneurial mindset and ability to lead a team
Keyskills :
user storiesproduct designdigital assetsuser experiencecustomer servicequality analysisteam performanceexternal clientscustomer journeysproject managementmarketing analyticscustomer experience