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Job Title: Head – Digital Channels Location: Mumbai Department: Digital Banking Reporting To: Head Digital Banking Grade: VP (Based on experience) Experience Required: 10–15 years in Digital Banking / Product Management / Channel Management ⸻ Role Overview We are seeking an experienced and dynamic professional to lead the Digital Channels vertical at CSB Bank. The role will be responsible for managing and driving growth across key customer-facing digital platforms, including NetBanking, Mobile Banking, CDM/ATM, and WhatsApp Banking. This role demands a strategic thinker with strong execution capabilities, a passion for customer-centric design, and a proven track record of digital transformation within the banking space. ⸻ Key Responsibilities Channel Ownership & Execution • Own and drive the end-to-end delivery of all strategic and tactical initiatives related to NetBanking, Mobile Banking, CDM/ATM, and WhatsApp Banking. • Collaborate with technology, operations, risk, compliance, and external partners to deliver seamless, secure, and scalable digital experiences. • Maintain a robust digital roadmap with quarterly execution cycles aligned with business priorities and compliance needs. Business Performance & P&L • Own the P&L, budgeting, and business case development for each channel. • Drive user acquisition, activation, retention, and cross-sell through targeted campaigns and journey optimizations. • Monitor key business metrics (DAUs, MAUs, transaction volume, revenue) and take corrective actions to meet or exceed targets. Customer Experience & NPS • Champion customer-first design principles for all user journeys across the digital channels. • Regularly benchmark and enhance CX, ensuring consistently high NPS, app ratings, and resolution SLAs. • Leverage analytics, VOC (Voice of Customer), and usability testing to iteratively improve journeys. Product Development & Innovation • Build, refine, and scale digital products that align with evolving customer expectations and market trends. • Partner with fintechs, startups, and technology vendors to introduce innovative features and capabilities. • Stay abreast of new tech like conversational banking, hyper-personalization, embedded finance, and AI-driven servicing. Team Leadership • Lead and mentor a high-performing team comprising: • Product Managers (channel-specific) • Channel Managers • Quality Control/Testing Manager • Foster a culture of ownership, agility, design thinking, and continuous learning. ⸻ Skills & Competencies Essential • Strong domain knowledge in digital banking, digital product management, and omnichannel customer engagement. • Proven experience in driving transformation across digital channels with measurable business outcomes. • Analytical mindset with a bias for execution and data-driven decision making. • Deep understanding of digital security, compliance, and regulatory frameworks in Indian banking. Preferred • Experience with design tools (Figma, Adobe XD), product management frameworks (Agile, Scrum), and A/B testing. • Familiarity with core banking systems, middleware, APIs, and SDK integrations. • Exposure to managing digital platforms with multilingual support and regional customer focus. ⸻ Qualifications • Bachelor’s degree in Engineering, Computer Science, Business, or related field. • MBA or equivalent qualification preferred. Show more Show less
