Deputy Unit Manager - Digital Platforms

Job Purpose

• One Web is one of the three large pieces of the companys omnipresence strategy and the most important.
• It is an integrated platform offering a portfolio of products covering payments, cards, wallets, loans, deposits, mutual funds, and loans on lifestyle products ranging from consumer durables to home furnishing.
• One Web platform will integrate our home-grown ecommerce store, insurance marketplace, investment marketplace, payments engine including BBPS and offer a consumer-tech experience to our customers.
• It will be a dynamic digital platform which will be hyper-personalized for each customer and provide the right nudges across multiple channels to start, resume or finish the journey.
• This is a managerial position where youll be the custodian of customer journey experiences on the One Web.
• Analyse and synthesize data via UX research, usability testing, heuristic evaluation, functional and factual testing, data analysis tools like Google Analytics, Contentsquare to build engaging user experience.
• With a customer obsession mindset and strong analytical and observational skills, you are required to lead a team of 3 and deliver the customer-experience objectives for the company.

Duties and Responsibilities

• Establish the practice of UX analytics for the unit with a segmentation frame to understand customer behaviour on asset.
• Design the users journey analysis framework for the websites, to gather data insights into user-experience and actionables therein.
• Focus on how users are engaging with our platforms, map their behaviours and identify/recommend areas of improvement
• Should have hands-on experience in the UX/CX domain across various practices like UX analysis and data analytics.
• Ensure analysis is approached through the integration of multiple data streams across tools like Google Analytics, Contentsquare and practices like usability testing, VoC, hence including qualitative and quantitative
• Derive insights in order to drive action and impact by providing compelling narratives and artefacts; to improve the digital experience of customers.
• Understanding customers digital behaviour, the aspects of segmentation and customer journeys to identify and implement improvements and optimisations for a better experience.
• Audit the One Web ecosystem to improve and build a zero-error and seamless environment for the customers.
• Create and manage a customer experience metrics to regularly monitor the Digital Experience Score (DXS) encompassing all experience, efficiency and hygiene related metrics.

PARTNER MANAGEMENT

• Build a partner ecosystem for CX across various practices of UX analysis
• Evaluate vendor capabilities, negotiate terms and review their performance/deliverables
• Participate and own the onboarding of all new partners in the ecosystem
• Create a partner engagement framework and drive the same consistently to build stronger relationships

Key Decisions / Dimensions

• Set-up various frameworks, processes for running the UX analytics unit.
• Leverage customer behaviour data and draw inferences and hypothesis to create an exceptional customer journey and deliver superior experience.
• Setting priorities for various projects and leading the same.

Required Qualifications and Experience

• 3+ years of experience with UX analytics, data analytics, Google Analytics, UX research, usability testing
• Experience with design tools, preferably Figma
• Experience in UX, data analysis, Human-computer Interaction, Information Science, Psychology, or related area
• Familiarity with the BFSI industry and e-commerce working in customer-experience domain
• A UX/CX manager with a customer-focused, and data-driven mindset
• 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 senior management
• Ability to work in self-directed, fast-paced, results-oriented environment
• Comfortable dealing with ambiguity; entrepreneurial mindset and ability to lead a team