This position is open with Bajaj Finance ltd. To deliver a superior seamless consumer experience on the digital assets of the company. With increasing focus of being a digital-first company, building a rich user experience customer lifetime value on our digital assets is of utmost importance to us.
There is an opportunity to better serve consumersneed by creating a comprehensive digital experience to deliver accelerated growth.Culture Anchor:Have high ambitions - Inspires the team to aim for higher targets and supports in achieving themOwn It - Acknowledges uncertainty and makes changes in own decisions/ actions for better outcomes
Responsibilities
- Deliver an engaging and friction-less customer-focused digital experience across company assets like website, customer service portal and various touchpoints.
- Assess the companys digital assets on a daily basis to identify, consolidate and report customer experience concerns.
- Analyse, and synthesize this data to measure and validate the performance of digital experiences primarily for customer journeys.
- Raise user stories and work along with functional units within marketing and business team to timely deliver the revised journeys.
- Work with the product design team to develop and deliver the current customer journeys
- Own and deliver the KPIs for a zero-error environment and high NPS.
- Continuously assess competitor scans and market landscape to generate most up-to-date insights,
findings and the best digital consumer experience practices across platforms.
- Champion 2 big consumer experience initiatives in a year to create amazing customer experiences across the entire digital customer journey.
Major Challenges
- Running a comprehensive project involving multiple stakeholders from within marketing teams like performance marketing, technology, QA, analytics, to centre of excellence units sitting within businesses.
- Building a customer-in POV along with delivery the busines objectives.
Decisions
- Leverage customer behaviour data and draw inferences to create an exceptional customer journey and deliver superior experience.
- Setting priorities for various projects and leading the same.
Interactions
- Internal: Product Design team, Performance Marketing, Analytics, Marketing Technology, Quality Analysis Team, Content Team, UI team, and Business COEs
- External: NA
Dimensions
- Key Result Areas: Drive
- On-time delivery of the projects
- Dramatically reduce contribution of defects identified by Business COEs
- Net Promoter Score
- No. of consumer experience initiatives implemented
- Total Team Size: 0
- No. of Direct Reports: 0
- No. of Indirect Reports: 0
- No. of Outsourced employees: 0
Required Qualifications and Experience
- Practice Emotional Intelligence - Develops the team, supporting them to do more
- Listens to others, stays calm under pressure, and treats everyone with respect.