Location
Mumbai | India
Job description
Role/ Job Title: Digital Journey Owner
Function/ Department: Digital Solutions
Job Purpose:
To lead design and delivery of customer journeys for a business, covering digital experience of customers, staff and channel partners. To illustrate below: A customer journey refers to all the experiences that customers go through while interacting with the bank. For a Personal Loan, customer Journey would include - how banks get in touch the customer, how we start the application process, how we communicate with the customer throughout the process, how we use technology (e.g. reading bank statement) to provide loan eligibility right at the customer location, how we digitally underwrite the loan and disburse through a seamless paperless process etc.
Roles & Responsibilities:
- We are looking for a candidate who will define customer journey roadmap/product backlog, work with business and functional teams to design and implement reimagined journeys.
- Lead a cross-functional squad to reimagine the customer journeys.
- Own creation & revision of journey roadmap which includes base lining of processes, key metrics, benchmarking with industry/competitors, defining target metrics e.g. TAT, approval rates.
- Push innovation in the customer journeys by scanning market, competition, FinTech's etc. to always be the best in the market.
- Be responsible for prioritization of journey features based on assessment of business impact & implement ability and define period/monthly releases.
- Be responsible for designing & delivering functional and solution documentation to support product development activities (e.g. functional specifications and gap analysis documentation).
- Drive agile execution of releases for multiple projects related to a journey.
- Drive adoption of agile product development and DevOps framework.
- Drive dynamic set of stakeholders towards the final journey deliverables e.g. Business Analysts, Functional stakeholders.
- Provide support to Business Analyst on business/product aspects to develop user stories, develop product backlog etc.
- Drive stakeholder management (Business, Policy, Credit, IT, Ops, Analytics/BIU, Channels etc.) for sign off and successful releases.
- Drive change management and on-ground adoption while working with business and functional teams.
- Understanding and experience of Digital Product Development Life Cycle, Business Requirement Specification documentation/product backlog (Epics, User stories) and experience of working in an Agile environment.
Educational Qualifications:
Graduate - Bachelor's in Engineering / Technology / Maths / Commerce / Arts / Science / Biology / Business / Computers / Management.
Postgraduate -Chartered Accountant / MBA.
Experience: 2 to 5yearsin Digital product building/ Tech delivery is preferred.
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