Own the end-to-end digital consumer experience across all customer-facing digital assets, including the Dr Lal PathLabs Mobile App, Website, WhatsApp, Patient Portal, and future digital channels. The incumbent will be the Business Product Owner, translating customer needs into digital products while working closely with cross function for increasing digital adoption, improve customer experience, drive self-service, and maximize business outcomes through seamless digital journeys.
Digital Consumer Journey Ownership:
- Design and continuously improve the end-to-end patient journey across all digital touchpoints.
- Identify drop-offs and redesign journeys to improve conversion and customer satisfaction.
- Will be responsible for Product vision, Feature prioritization, Business requirement documentation, User stories, Sprint prioritization, and Product adoption
Increase Digital Adoption :
- Drive higher adoption of digital channels through First-time digital registrations, App downloads, Website usage, WhatsApp transactions, Digital report downloads, Digital payment adoption, Online booking penetration, and repeat digital bookings
- Work with Marketing and CRM teams to increase activation and engagement across customer cohorts.
Customer Experience & UX:
- Champion a consumer-first mindset by Conducting customer research, Journey mapping, Usability testing, Heatmap analysis, Session recordings, Customer interviews
- Partner with UI/UX designers to simplify digital experiences.
Data & Analytics:
- Use analytics to identify friction points and launch experiments to optimize Conversion Funnel
- Track and improve App installs, Digital booking %, Conversion rates, digital NPS, App ratings, digital revenue and feature adoption
- Identify opportunities to leverage AI across digital channels
Stakeholder Leadership & Influence:
- Influence without authority across Technology, CX, Loyalty, Finance, Commercial, Operations, Marketing, Procurement, Legal and external partners.
- Experience: 10-12 Yrs
- Qualification Background: B Tech along with MBA from a premier business school
- Prior Experience/Background: 5+ years in Product Management, 2+ years leading products, proven ownership of large-scale consumer platforms and experience driving measurable commercial outcomes.
- Preferred Industry: Travel, Banking, BFSI, Airline, Retail, Hospitality, E-commerce, Consumer Internet, Fintech, HealthTech.
