Customer Experience Lead

Product Delivery & Roadmap Ownership

• Own the digital experience for web portal (Next.js/ NestJS) and native mobile apps (iOS, Android, iPadOS)
• Translate product and business requirements into sprint-ready technical tasks
• Drive backlog grooming, sprint planning, UAT, and production releases across platforms
• Coordinate phased rollouts and feature parity across mobile and web

Platform-Specific Experience Optimization

• Collaborate with mobile Dev Owners to ensure OS-specific UI/UX (iOS HIG, Android Material Design)
• Coordinate with web teams to implement responsive, SEO-friendly, SSR-enabled experiences
• Define and track mobile-specific journeys including push notifications, biometric login, native SDKs
• Ensure accessibility, performance optimization, and PWA readiness on web  

System Integration & API Management

• Work with App Owners to define and consume customer-facing APIs
• Ensure secure, performant, and scalable data integration between backend systems and frontend apps
• Contribute to API contract definition and endpoint prioritization

Team & Stakeholder Collaboration

• Act as single point of contact for Product, Dev, QA, and Design teams for all CX delivery
• Coordinate QA test planning, mobile regression, cross-browser/device testing
• Work with MarTech team to embed tracking, customer journeys, and in-app comms
• Collaborate with RM/CSM functions to refine app-based workflows and dashboards

Release & Lifecycle Management

• Manage versioning, rollout, and release processes for App Store/Play Store
• Own mobile CI/CD coordination (Fastlane, Firebase App Distribution, OTA updates)
• Monitor crash analytics, feature usage, funnel performance, and telemetry dashboards
• Establish and iterate on release playbooks, rollback strategies, and incident protocols

Key Skills & Competencies

Must-Have:

• 10 plus years of experience in customer-facing digital product/app management
• Experience managing both native mobile (iOS, Android) and web platforms (Next.js preferred)
• Strong understanding of mobile UX principles, web performance, and backend integrations
• Familiarity with app lifecycle management tools (Firebase, Appsflyer, Crashlytics, Fastlane)
• Proven experience in Agile/Scrum delivery environments

Good to Have:

• Knowledge of WealthTech / FinTech customer journeys (e.g., onboarding, portfolios, transactions)
• Exposure to GenAI use cases for CX (chatbots, summarization, personalization)
• Experience with analytics tools (Mixpanel, Google Analytics, WebEngage)
• Understanding of CDP and personalization pipelines

Educational Qualifications

• Bachelors degree in Computer Science, Engineering, or related discipline
• MBA or PGDM in Product/Technology Management (preferred but not mandatory)