Job
Description
Job Purpose There are 3 parts of this role:1.Lead the digital experience practice for Investment & Insurance portfolio for App & WebMeasurement of digital customer experience on App & Web platforms of the companyDefine 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 map2.Lead the Design practice for Investment & Insurance portfolio for App & Web Implement the User Interface Design, Interactions Design, Assistance Framework and Animation Design domains for the portfolioBuild a team of domain experts to lead the above practices. Integrate principles of the above practices across all digital platforms of the company3.Set up CX as a business driver contributing to business volumesDefine an overarching model with clear principles of linkages between CX and business volume for the portfolioOperationalise the A/B Testing technology platform to create next-best journey paths (NBJPs)Operationalise the rapid prototyping environment to test the NBJPsWork with front-end technology teams to carry out journey optimizations across App & WebContribute 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 Bajaj Finserv for both App & Web, for Investment & Insurance and building a strong foundation of the sameCreate model to identify and operationalise user behaviour patterns at a portfolio level and individually cut across the businesses/categories like Credit Card, EMI Card, Health EMI Card, B2B marketplace (Bajaj Mall), 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 testChanging the mindset across the company from business-only to business with CX is one of the biggest challenges. Evangelizing the CX mindset and empowering every team member of COE, product, platform and business managers with tools, experience data dashboards, playbooks and more is going to be uphill taskIntegrating the CX practices and playbooks in the CICD deployment Boost the already set-up design practice with new domains of interactions design, assistance framework, animations and service designImplementing the A/B testing methodology and technology to conduct 100 tests a year for the portfolioDeploy the CX practice and frameworks the Investment & Insurance portfolio
Required Qualifications and Experience QualificationsPost-graduation in Business Management from a Tier 1 B school, with marketing/digital marketing specialisationDegree and relevant experience in UX Design, Experience Analytics, Digital Marketing, Human-Computer Interaction, Human Factors, Data Analytics, or related fieldsProficient working knowledge in HCI research methods, data analytics, multivariate statistics, and behavioural analysisWork Experience12+ years of overall experience with minimum of 6 years of experience in managing user experienceMust have at least 6 years’ experience in core Customer experience, servicing, UX in Digital spaceMust have executed projects in tune to 10+ people and for a scalable business modelMust have done large scale transformation projects with a direct impact on revenue and customer baseA confident communicator and eloquent in presenting/selling-in ideas to internal stakeholders, clients and agency partners.Skills KeywordsUX Design, Experience Design, Customer Journey Management, UX Research, Rapid Prototyping, Experience analytics, Data Analytics, A/B testing, Concept/Feature Testing, Usability Testing, UX content
