Senior Product Manager-Digital Transformation Strategy-Customer Experience

The role of Senior Product Manager - Digital Transformation Strategy-Customer Experience in the CX Department is critical to enhancing customer satisfaction by strategically addressing service peaks and streamlining self-service channels. Collaborating with cross-functional teams, you will drive the adoption of digital channels and proactively manage customer communications to reduce complaints, improve self-service efficacy, and contribute to knowledge management. Your responsibilities will include identifying current peaks and developing holistic solutions to address them by reducing call volumes, complaints, average handling time, and increasing service levels and Straight Through Processing (STP) Journeys. Working with the Salesforce (SFDC) Platform, you will optimize Service Requests (SRs), call logs, queries, and requests to ensure transparent tracking across different channels. You will create new Workbenches (WB) across all Servicing Channels, eliminating manual processes and reducing dependencies on higher support levels. Additionally, you will integrate service landing issues and events, prompt call context handling on the WB, and automate SR creation for superior customer service. Regular cadences will be established to collaborate with System Platform Owners, CX Champions, CDC, Emails, Social Media Team, Training, Budget, and Controls Team, Loan Center Team, Service Quality Team, and Business Intelligence Unit (BIU) Team. In terms of managerial and leadership responsibilities, you will focus on optimizing team productivity and efficiency, showcasing excellent people management and team-building skills. The ideal candidate for this role should have a graduation degree, preferably supplemented with an MBA. Relevant experience of 0-2 years is preferred to excel in this position.,