Mumbai | 12–16 years

Hiring for an established Indian lending business.

This is a business ownership seat, not an oversight one. You own the entire customer-facing digital estate like website, customer portal, chatbot, WhatsApp banking, self-serve journeys and the business number that comes off it.

What you own

- The digital estate, end to end, with personal accountability for performance
- The business number: activation, cross-sell and upsell penetration, drop-off reduction, digital adoption, contribution to disbursals.

Flagship KPI: raising servicing through self-service channels above 80% of overall servicing

- A team of 10+ across the digital asset and channel functions
- The CRM roadmap: segmentation, journey configuration, workflow logic, integration with lending systems
- Marketing automation: you personally design, build and run lifecycle and triggered campaigns
- UI and UX outcomes, in close partnership with design and engineering
- Roadmap and prioritisation across the digital asset portfolio

What we are looking for

- 12–16 years total,



with substantial time on the product or business side of a bank, NBFC, lending or fintech business
- Lending domain depth — credit, home loans, LAP, personal lending or similar — with working command of the regulatory context
- 5+ years owning customer-facing digital assets, with sustained depth on the assets you ran rather than brief involvement across many organisations
- Hands-on campaign and martech execution: you have personally built and run campaigns, not only configured, integrated or overseen them
- CRM roadmap ownership that drove a measurable business outcome
- Led a team of 10+ and operated with business heads and senior stakeholders
- Engineering foundation or demonstrated depth of technical collaboration; an MBA is a helpful addition, not a substitute

What this role is not Not a platform-integration role. Not a transformation, change or program-management role. Not product strategy detached from execution; you ship, you operate, you lead the team that delivers.

📌 Head - Digital Channels & CX (Mumbai)
🏢 PeopleCap
📍 Mumbai