Location Name: Pune Corporate Office - Mantri
Job Purpose
To lead the end-to-end build, monitoring and performance management of digital assets across App and Web channels, drive business numbers and digital KPIs, establish KPI dashboards, govern UI/UX design and customer experience, and leverage research-led insights to improve digital adoption, engagement and conversion for the business channel.
Duties And Responsibilities
(Accountabilities associated with the job)
- Digital Asset Build and Platform Governance
- Own App and Web digital asset roadmap, build priorities and enhancement governance in line with business objectives.
- Drive requirement finalization, platform improvements, journey enhancements and timely delivery with Product, IT and Business teams.
- Monitor stability, scalability, customer impacting issues and release performance for digital assets.
- Ensure post Go-Live monitoring and adoption tracking for all new features and journeys.
- Business Performance and KPI Ownership
- Own channel-wise business numbers including leads, conversion, disbursals, revenue and digital adoption metrics.
- Review performance trends and identify improvement opportunities across acquisition, engagement and conversion journeys.
- Drive corrective actions where performance is below plan and ensure business outcomes are tracked through governance forums.
- KPI Dashboards and Analytics Governance
- Define, build and monitor KPI dashboards covering traffic, funnel health, conversions, journey drops, business numbers and feature adoption.
- Ensure data accuracy, metric definitions and reporting consistency with Analytics and Data teams.
- Share periodic insights, dashboards and leadership updates for decision making and course correction.
- Customer Experience and UI/UX Design Governance
- Own end-to-end customer experience across App and Web journeys and identify friction points impacting adoption or conversion.
- Collaborate with Design, Product and Technology teams to improve UI/UX, journey flow, communication and usability.
- Drive customer-first design standards and ensure consistency of experience across digital assets.
- Customer Research and Market Intelligence
- Lead customer research, usability studies, feedback analysis and competitor benchmarking for digital channels.
- Convert research insights into actionable product, journey and business improvement initiatives.
- Evaluate emerging digital trends and best practices relevant to BFSI, FinTech and consumer platforms.
- Stakeholder and Cross-Functional POD Management
- Lead cross-functional POD comprising PO Lead, PMG/Business, KPI Monitoring, DCX/UI-UX, Research and Managers.
- Engage with Business, IT, COE, PMG, Analytics, Marketing, Operations, Risk, Legal and Compliance teams for aligned delivery.
- Conduct governance reviews, resolve dependencies and escalate risks impacting timelines, business outcomes or customer experience.
- Team Development
- Establish role clarity, performance expectations and review rhythm for POD leads and managers.
- Coach and develop team members on digital product management, analytics, customer experience and stakeholder management.
Key Decisions / Dimensions
Following Decisions Are Taken By The Role
- Prioritization of App and Web digital roadmap, platform enhancements and customer journey improvements.
- Recommendations on UI/UX changes, feature launches, digital experiments and research-led improvements.
- Corrective actions on business KPI deviations, funnel drops and customer-impacting issues.
- Resource allocation and governance rhythm across POD leads and managers.|
- Digital business portfolio managed through App and Web channels; ownership of channel business performance, conversion and KPI delivery
Major Challenges
Balancing aggressive digital business growth expectations with customer experience, platform stability and regulatory requirements.
- Managing multiple stakeholder priorities across Business, Product, Technology, Analytics, Operations and Compliance teams.
- Ensuring timely release execution while maintaining quality, data accuracy and post-launch performance monitoring.
- Translating customer research and digital insights into measurable business outcomes.
Qualifications
Required Qualifications and Experience
- Graduation in Engineering, Technology, Management, Business or related discipline.
- Post-Graduation / MBA preferred.
Work Experience
- Minimum 10 - 15 years of experience in Digital Product Management, Digital Platforms, Customer Experience or Digital Transformation.
- Strong experience in BFSI / FinTech / Digital Lending / Consumer Internet platforms.
- Strong understanding of App and Web platform management, product lifecycle, agile delivery and business analytics.
- Proven experience in managing cross-functional stakeholders and leading multi-disciplinary teams.
Functional Knowledge
- Digital product management, KPI dashboarding, UI/UX governance, customer research, funnel analytics, business performance monitoring and stakeholder management.
