Digital Journey Lead - Cards - Mumbai (Digital Banking)

Role - Digital Banking - Digital Journey Lead - Cards

Location - Mumbai

AVP and above Level Position

Job Description -

1) To Lead Journey Development for Digital Acquisition for payment products on various platforms such as DAP, Adobe, EVA, Whatsapp etc.

2) Deliver effective solution to simplify customer acquisition by improving UI/UX, integrating various API/solutions available in the market with the platform to provide smooth onboarding. Co ordinate with various stakeholders for approval on the development journey

3) Benchmark journey with other competition and continuous review of fields/flow.

4) Take up Development related to Production issues

5) Incorporate AA and other new relevant functionalities to enhance CC journeys

Role Expectation -

Review the Product Development plan for the Products managed

• Prepare a Product Development /enhancement plan for various existing products on Digital Application Platform (DAP), EVA, Whatsapp, Adobe
• Discuss the requirement jointly with respective product teams, BSG-IT and other stakeholders and undertake development of the requirements for the products managed
• Overlook progress of development throughout the life-cycle for on-time and bug-free delivery
• Testing of the new developments for bug-testing / process gaps and take corrective action
• Undertake enhancements for the various products to keep it relevant at all times

Process Review for products managed & Business Support

• Regular interaction with Digital adoption team, channels and stakeholders seeking feedback on product, process. From all channels using digital platforms managed
• Basis feedback received take up enhancements on all products across platforms, related to process, TAT, approval rates.
• Review feedback from external touch points to enhance the experience on platforms

Process Review

• Periodically review the CX on all platform current and planned such as Adobe etc. jointly with relevant stakeholders and suggest enhancements to improve customer experience
• Review platform performance with Product & Digital marketing teams, and take up appropriate changes to improve the digital onboarding journey.
• Drive relevant internal stakeholders to ensure the requested change on the screens are timely done by the UI/UX team and intervene wherever required to expedite the process

Master Maintenance for the products managed

• Carry out periodic Master Maintenance for the platform and all products managed
• Streamline the Master Maintenance process jointly with various stakeholders
• Review the Master Maintenance platform (BusinessNext) and take up development work to improve the master maintenance process

Competition Benchmarking for the products managed

• Review competition offerings for capabilities, features, process, UI/UX and benchmark it to the banks offering
• Drive development efforts to make our offering better than competition

Query and Troubleshooting for the products managed

• Help resolve queries / bugs reported by users in case of delay in resolution
• Carry out Root Cause Analysis (RCA) for reported bugs and take corrective action in a time-bound manner

Qualifications

• MBA / Post Grad

Experience Required

• At least 7-9 years of financial industry domain experience
• Payment industry knowledge preferred. Either one of payment industry or digital domain experience a must

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