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Lead - Digital Platforms/Senior Lead - Digital Platforms

Lead - Digital Platforms/Senior Lead - Digital Platforms

Bajaj Finance

12 - 15 years

30 - 32 Lacs

pune

Posted:9 hours ago| Platform:

Apply

Skills Required

data analytics ux a/b testing user interface user experience electronics tools digital marketing management analytics marketing design user interface design usability testing insurance animation prototyping testing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead - Digital Platforms/Senior Lead - Digital Platforms
Job Purpose

Lead the digital experience practice for Investment & Insurance portfolio for App & Web

Measurement of digital customer experience on App & Web platforms of the company

Define the event map and overall experience analysis for customer journeys

Co-create the overall DCX approach for all digital platforms

Define customised CX & design playbooks for the portfolio

Integrate the playbook rules into the technology platform event map

Lead the Design practice for Investment & Insurance portfolio for App & Web

Implement User Interface Design, Interactions Design, Assistance Framework, and Animation Design domains for the portfolio

Build a team of domain experts to lead the above practices

Integrate principles of the above practices across all digital platforms of the company

Set up CX as a business driver contributing to business volumes

Define an overarching model with clear principles of linkages between CX and business volume for the portfolio

Operationalise the A/B Testing technology platform to create next-best journey paths (NBJPs)

Operationalise the rapid prototyping environment to test the NBJPs

Work with front-end technology teams to carry out journey optimizations across App & Web

Contribute 15% of the overall business volume through CX optimizations across App & Web

Major Challenges

Leading the ambition of first-ever Digital Customer Experience (DCX) practice in the company for both App & Web, for Investment & Insurance and building a strong foundation

Create a model to identify and operationalise user behaviour patterns at a portfolio level and individually cut across businesses/categories like Credit Card, EMI Card, Health EMI Card, B2B marketplace, and B2B categories of electronics, lifestyle, etc.

Driving CX through metrics, not only measuring every experience impact via DXS and TSR but also ultimately building a revenue impact model with every optimisation and A/B test

Changing the mindset across the company from business-only to business with CX

Evangelizing the CX mindset and empowering every team member of COE, product, platform, and business managers with tools, experience data dashboards, playbooks, and more

Integrating the CX practices and playbooks in the CICD deployment

Boosting the already set-up design practice with new domains of interactions design, assistance framework, animations, and service design

Implementing the A/B testing methodology and technology to conduct 100 tests a year for the portfolio

Deploy the CX practice and frameworks in the Investment & Insurance portfolio

Required Qualifications and Experience

Qualifications:

Post-graduation in Business Management from a Tier 1 B-school, with marketing/digital marketing specialisation

Degree and relevant experience in UX Design, Experience Analytics, Digital Marketing, Human-Computer Interaction, Human Factors, Data Analytics, or related fields

Proficient working knowledge in HCI research methods, data analytics, multivariate statistics, and behavioural analysis

Work Experience:

12+ years of overall experience with a minimum of 6 years of experience in managing user experience

At least 6 years of experience in core Customer Experience, servicing, UX in Digital space

Experience executing projects with 10+ people and for a scalable business model

Experience in large scale transformation projects with direct impact on revenue and customer base

Confident communicator and eloquent in presenting/selling-in ideas to internal stakeholders, clients, and agency partners

Skills Keywords: UX Design, Experience Design, Customer Journey Management, UX Research, Rapid Prototyping, Experience Analytics, Data Analytics, A/B Testing, Concept/Feature Testing, Usability Testing, UX Content

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Lead - Digital Platforms/Senior Lead - Digital Platforms