Lead - Digital Platforms/Senior Lead - Digital Platforms

Location Name:

Job Purpose

• 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 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 portfolio
• Build 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 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 Bajaj Finserv for both App & Web, for Investment & Insurance and building a strong foundation of the same
• Create 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 test
• Changing 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 task
• Integrating 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 design
• Implementing the A/B testing methodology and technology to conduct 100 tests a year for the portfolio
• Deploy the CX practice and frameworks the Investment & Insurance portfolio
  

Required Qualifications And Experience

• 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 analysisWork Experience
• 12+ years of overall experience with minimum of 6 years of experience in managing user experience
• Must have at least 6 years’ experience in core Customer experience, servicing, UX in Digital space
• Must have executed projects in tune to 10+ people and for a scalable business model
• Must have done large scale transformation projects with a direct impact on revenue and customer base
• A 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