- Define and design the user journeys for new products, services and enhancements with unified customer experience for SBI Card Digital channels
- Plan, 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, use-cases 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 self-servicing capabilities on Digital channels
- Keep a 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 drop-outs 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
- Regular competition analysis and feature benchmarking to track performance of Digital channels compared to other players in the industry.
- SEO: Work towards increasing organic website traffic and improvement in search rankings both Brand and Generic keywords
Measures of Success:
- Increase in digital channels usage at portfolio level
- Seamless and timebound implementation of new features / enhancements / projects on Digital channels
- Comprehensive testing of features in UAT/ PVT/CUG before customer go-live
- Track and measure the usage and business impact of all key functionalities that are introduced on Digital channels
- SEO KPIs: Organic traffic growth, search keywords ranking
Techinical Skills / Experience:
- Digital Projects planning, execution and Project Managment
- Digital Analytics- Adobe Omniture/Google Analytics, customer behavioral analytics
- Understanding of Digital metrics and ability to generate, analyze and interpret data.
- Deep customer focus and experience with researching and determining customer needs
- External agency management
Key Competencies
- High degree of interpersonal skills
- Effective communication (both verbal and written and good presentation skills) and networking skills
- Strong organization and planning skills with the ability to manage multiple projects simultaneously without compromising on quality and timelines
- Extensive knowledge of competition and demonstrate external focus to remain strongly competitive in the market
- Ability to synergise capabilities across functions to achieve common goals
- High energy, can-do attitude with willingness to go the extra mile to get work done
- 8-12 years work experience with 3-4 years experience in Digital, Growth, UI/UX management
- MBA or equivalent qualification from a reputed Institute
