AddressPosition : Head Digital Product
Job Suumary
- Lead a highly engaged and cross-functional talented team that champions Digital Product strategy and product road mapping for a suite of complex customer-facing digital experiences, delivered through a leading mobile banking application
- Responsible for tracking the latest innovations, competition benchmarking, digital disruptions & trends in the digital customer service industry
- Contextualizing the market trends and new/ upcoming themes to define the product strategy
Job Role
- Drive the Customer experience product vision and roadmap and draw alignment across product, engineering and business teams.
- Lead the self-service channel growth and execute new digital journeys across products and businesses
- Design and lead customer service charter and guide the organization on the correct path of great customer experience
- Consistently analyze competitors and global industry leaders in customer service space to develop deep understanding of latest digital customer service journeys & upcoming trends
- Assess trends and customer behavior using analytics to identify, analyze and implement new innovations
- Utilize market and industry knowledge to translate user needs into user stories and acceptance criteria for their team
- Lead conversion rate optimization on digital service journeys and drive digital adoption to reduce operational costs
- Collaborate with design, content and agency teams to conduct user research & ensure customer experience-driven design
- Incorporate customer & business feedback into product roadmaps, effectively negotiating tradeoffs & conflicting priorities
