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Lead - Payments - Issuance COE
Bajaj Finserv Health
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Purpose
We are seeking a Senior CX Analyst to join our team and lead the efforts in understanding customer journeys, developing UX strategies, and conceptualizing products with wireframes. This role requires a seasoned professional with a strong background in managing the delivery of customer experience initiatives in collaboration with various internal units including Design, UX Research, UX Content, and UX QA. Experience in a B2C environment is highly preferred. Duties and Responsibilities
Product Conceptualization UX Strategy Development:
Conceptualize customer eperience strategies
Collaborate with product managers to conceptualize new products align UX with product roadmaps.
Develop and implement UX strategies that align with business objectives.
Stay up-to-date with industry trends and best practices in UX.
Assist in defining product requirements and features.
Use data analytics to inform product strategy and prioritize features.
Ensure product alignment with customer needs and business goals.
Develop platform blueprints that include a features and functionalities map, ecosystem map, and information architecture.
Create wireframes, prototypes, and mockups using tools like Figma.
Conduct usability testing and iterate designs based on feedback.
Employ tools like XMind for brainstorming and mind mapping.
Customer Journey Analysis:
Understand and map out customer journeys and scenarios.
Identify pain points and opportunities for improvement.
Develop customer personas and empathy maps.
Cross-Functional Collaboration:
Work closely with internal units such as UX Research, Design, UX Content, and UX QA to ensure seamless delivery of CX initiatives.
Coordinate with development teams to ensure UX designs are implemented accurately.
Data Analytics and Tools:
Utilize clickstream and analytics tools like Google Analytics, CleverTap, and Medallia to gather and analyze user data.
Leverage data to drive decisions and optimize customer experiences.
Strong background in data analytics, including proficiency in interpreting complex datasets to inform UX decisions. Key Decisions / Dimensions
Leverage customer behaviour data and draw inferences to create an exceptional UIUX experience for the customer. Major Challenges
Creative CX design thinking that is customer centered yet delivers on the business objectives.
Partner closely with teams within marketing in driving project deliverables and creation of journey documents that may require additional technical or business viewpoints. Required Qualifications and Experience
Qualifications Work Experience
Bachelor s or Master s degree in a relevant field (e.g., UX Design, Human-Computer Interaction, Computer Science, Marketing).
5+ years of experience in CX/UX roles, preferably in a B2C environment.
Proficiency in analytics tools (Google Analytics, CleverTap, Medallia, Hotjar, etc).
Strong understanding of wireframing and prototyping tools (Figma, XMind, etc).
Excellent communication and collaboration skills.
Proven experience in managing cross-functional teams and projects.
Strong background in data analytics and data-driven decision-making.
Expert understanding of user experience and user-centered design approaches
Detail-orientation with experience and will to continuously learn, adapt and evolve
Creating and measuring the success and impact of your CX designs
Knowledge of testing tools like Maze, UsabiltyHub, UserZoom would be a plus
Experienced in designing responsive websites as well as mobile apps
Understanding of iOS and Android design guidelines
Passion for great customer-focus design, purposeful aesthetic sense and generating simple solutions to complex problems.
Excellent communication skills to be able to present their work and ideas to the leadership team.
We are seeking a Senior CX Analyst to join our team and lead the efforts in understanding customer journeys, developing UX strategies, and conceptualizing products with wireframes. This role requires a seasoned professional with a strong background in managing the delivery of customer experience initiatives in collaboration with various internal units including Design, UX Research, UX Content, and UX QA. Experience in a B2C environment is highly preferred. Duties and Responsibilities
Product Conceptualization UX Strategy Development:
Conceptualize customer eperience strategies
Collaborate with product managers to conceptualize new products align UX with product roadmaps.
Develop and implement UX strategies that align with business objectives.
Stay up-to-date with industry trends and best practices in UX.
Assist in defining product requirements and features.
Use data analytics to inform product strategy and prioritize features.
Ensure product alignment with customer needs and business goals.
Develop platform blueprints that include a features and functionalities map, ecosystem map, and information architecture.
Create wireframes, prototypes, and mockups using tools like Figma.
Conduct usability testing and iterate designs based on feedback.
Employ tools like XMind for brainstorming and mind mapping.
Customer Journey Analysis:
Understand and map out customer journeys and scenarios.
Identify pain points and opportunities for improvement.
Develop customer personas and empathy maps.
Cross-Functional Collaboration:
Work closely with internal units such as UX Research, Design, UX Content, and UX QA to ensure seamless delivery of CX initiatives.
Coordinate with development teams to ensure UX designs are implemented accurately.
Data Analytics and Tools:
Utilize clickstream and analytics tools like Google Analytics, CleverTap, and Medallia to gather and analyze user data.
Leverage data to drive decisions and optimize customer experiences.
Strong background in data analytics, including proficiency in interpreting complex datasets to inform UX decisions. Key Decisions / Dimensions
Leverage customer behaviour data and draw inferences to create an exceptional UIUX experience for the customer. Major Challenges
Creative CX design thinking that is customer centered yet delivers on the business objectives.
Partner closely with teams within marketing in driving project deliverables and creation of journey documents that may require additional technical or business viewpoints. Required Qualifications and Experience
Qualifications Work Experience
Bachelor s or Master s degree in a relevant field (e.g., UX Design, Human-Computer Interaction, Computer Science, Marketing).
5+ years of experience in CX/UX roles, preferably in a B2C environment.
Proficiency in analytics tools (Google Analytics, CleverTap, Medallia, Hotjar, etc).
Strong understanding of wireframing and prototyping tools (Figma, XMind, etc).
Excellent communication and collaboration skills.
Proven experience in managing cross-functional teams and projects.
Strong background in data analytics and data-driven decision-making.
Expert understanding of user experience and user-centered design approaches
Detail-orientation with experience and will to continuously learn, adapt and evolve
Creating and measuring the success and impact of your CX designs
Knowledge of testing tools like Maze, UsabiltyHub, UserZoom would be a plus
Experienced in designing responsive websites as well as mobile apps
Understanding of iOS and Android design guidelines
Passion for great customer-focus design, purposeful aesthetic sense and generating simple solutions to complex problems.
Excellent communication skills to be able to present their work and ideas to the leadership team.
Employment Type: Full Time, Permanent
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What people at Bajaj Finserv Health are saying
Rating based on 1 Lead
review
Anonymous · Retail & B2C Sales
in Pune
Likes
Freedom to work & innovate. Ownership, quick turn around
Dislikes
Nothing
Read 1 reviewLead salary at Bajaj Finserv Health
reported by
2
employees
with 6
years exp.
₹206.6
L/yr - ₹228.4
L/yr
1403%
more
than the average Lead Salary in India
View more details
What Bajaj Finserv Health employees are saying about work life
based on 181 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Bajaj Finserv Health Benefits
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