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Unit Manager
Bajaj Finserv Health
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
To deliver a superior seamless consumer experience on the digital assets of the company.
With increasing focus of being a digital-first company, building a rich user experience customer lifetime value on our digital assets is of utmost importance to us. There is an opportunity to better serve consumers need by creating a comprehensive digital experience to deliver accelerated growth.
PRINCIPAL ACCOUNTABILITIES
(Accountabilities associated with the job)
PROJECT MANAGEMENT
Spearhead a team of 5 to deliver an engaging and friction-less customer-focused digital experience across company assets like website, customer service portal and various touchpoints.
Assess the company s digital assets on a daily basis to identify, consolidate and report customer experience concerns.
Analyse, and synthesize this data to measure and validate the performance of digital experiences primarily for customer journeys.
Work with leadership teams within marketing and business teams to understand business objectives lead the customer journey conversations to build a superior digital experience.
Influence the consumer journey creation process with the product design team to ensure we re delivering best-in-class digital experience.
Define, own and deliver the KPIs for a zero-error environment and high NPS.
Continuously assess competitor scans and market landscape to generate most up-to-date insights, findings and the best digital consumer experience practices across platforms.
Champion 2 to 3 big consumer experience initiatives in a year to create amazing customer experiences across the entire digital customer journey.
TEAM DEVELOPMENT
Lead, inspire and groom team members to professional heights, playing a key role in their career development.
Engage the team to practice an analytical, hypothesis-driven approach to improve their performance and become a well-rounded professional.
Create opportunities for them to push above their weight.
Clearly establish individual performance expectations and evaluation metrics, and regularly review individual performances.
Guide and align them to the company s culture and develop their inter-personal and stakeholder management skills.
4. MAJOR CHALLENGES
(Challenges faced on an on-going basis in carrying out the job)
Running a comprehensive project involving multiple stakeholders from within marketing teams like performance marketing, technology, QA, analytics, to centre of excellence units sitting within businesses.
Building a customer-in POV along with delivery the busines objectives.
5. DECISIONS
(Key decisions taken by job holder at his/her end)
Leverage customer behaviour data and draw inferences to create an exceptional customer journey and deliver superior experience.
Setting priorities for various projects and leading the same.
Running one s shop end-to-end along with the team members and taking team related decisions. Required Qualifications and Experience
SKILLS AND KNOWLEDGE
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)
Educational Qualifications
Qualifications Work Experience
Master s in marketing from a top B-school
4+ years of experience working in a digital experience manager role with a customer-focused, and data-driven mindset
Preferably from an in e-commerce and digital user experience background (strategy, planning, and market analysis)
Project management
Analytical mindset to infer customer behaviour data to develop execute customer-based journeys
Exemplary attention to detail
Excellent stakeholder management, including the ability to deal with stakeholders at all levels
Ability to work in self-directed, fast-paced, results-oriented environment
Comfortable dealing with ambiguity; entrepreneurial mindset and ability to lead a team
Employment Type: Full Time, Permanent
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Bajaj Finserv Health Benefits
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