Deputy Unit Manager - Digital Platforms

Location Name:

Job Purpose

Duties And Responsibilities

•  Establish the practice of UX analytics for the unit with a segmentation frame to understand customer behaviour on asset.
•  Design the user’s 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.
  

•  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

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