Senior Manager - Gurgaon/Gurugram, India - iimjobs

    iimjobs
    iimjobs Gurgaon/Gurugram, India

    2 weeks ago

    Iimjobs background
    Full time
    Description
    Short Description for Internal Candidates


    Responsible for managing the User Interface design and customer experience on Card front-end digital platforms, provide unified customer experience and increase digital penetration.

    Description for Internal Candidates


    Role Accountability:

    • Define and design the user journeys for new products, services and enhancements with unified customer experience for Card Digital channels
    • Define, prioritize and execute enhancement projects on Digital channels in collaboration with Technology team and cross functional business stakeholder teams viz. Marketing, IT, Operations, Risk, InfoSec, Legal & Compliance etc.
    • Work closely with internal business teams to collect, plan and prioritize the requirements for development and enhancement of functionalities on SBI Card Digital channels
    • Manage Mobile App/Website integration projects for delivery of UI/UX designs, usecases handling and testing of the features before customer release. Work with the UI Design agencies on user experience and interface design for Mobile App/Website functionalities.
    • Manage the business testing phase of all new developments on the Digital channels with respect to UI/UX/customer journey and manage the customer release on Play Store / App Store / Web platforms
    • Work towards enhancing the penetration of all Digital channels on the overall portfolio (increase Digital adoption / penetration)
    • Continuously look for and evaluate opportunities to improve / enhance customer experience and selfservicing capabilities on Digital channels
    • Keep track of customer reviews, ratings for Mobile App on App Store and Play Store
    • Monitor performance of Digital channels, conduct competition strength analysis and make necessary changes to increase penetration / usage of the Digital channels for our cardholders
    • Use Digital Analytics tools to track digital footprint of customers on the channels track user behaviour, usage and dropouts at various stages of the customer journey on the platforms
    • Drive and Manage digital marketing campaigns for increasing penetration and customer engagement on Digital platforms
    • Drive and manage implementation of Personalization tools on Digital platforms to improve customer engagement
    • Regular competition analysis and feature benchmarking to track performance of Digital channels compared to other players in the industry.
    • Design communication calendar and manage customer engagement through the Push notifications platform (applicable for Mobile App channel)
    • Work towards increasing organic website traffic and improvement in search rankings both Brand and Generic keywords (applicable for Website channel)
    • Ensure process documentation and compliance adherence

    Measures of Success:

    • Increase in Mobile App / Website / WhatsApp active penetration at portfolio level
    • Timely and accurate implementation of new features / enhancements / projects on Digital channels along with comprehensive testing before customer golive
    • Usage and business impact of all key functionalities introduced on Digital channels
    • Improvement in Mobile App ratings on Play Store / App Store (applicable for Mobile App)
    • Seamless usage of Push notifications communication platform for promoting products / services / offers (applicable for Mobile App)
    • Process Adherence as per MOU

    Technical Skills:

    • High impact communication
    • Project Management
    • Customer Orientation
    • Stakeholders Management
    • Planning and Organizing
    • Analytical ability
    • MBA in any stream

    Experience:

    • 68 Years work experience with 34 years' experience in Digital Marketing or User Experience domain preferably in BFSI