Job Purpose
To lead the end-to-end build, monitoring and performance management of digital assets across App and Web channels, drive business numbers and digital KPIs, establish KPI dashboards, govern UI/UX design and customer experience, and leverage research-led insights to improve digital adoption, engagement and conversion for the business channel.
Duties and Responsibilities
(Accountabilities associated with the job)
1. Digital Asset Build and Platform Governance
• Own App and Web digital asset roadmap, build priorities and enhancement governance in line with business objectives.
• Drive requirement finalization, platform improvements, journey enhancements and timely delivery with Product, IT and Business teams.
• Monitor stability, scalability, customer impacting issues and release performance for digital assets.
• Ensure post Go-Live monitoring and adoption tracking for all new features and journeys.
2. Business Performance and KPI Ownership
• Own channel-wise business numbers including leads, conversion, disbursals, revenue and digital adoption metrics.
• Review performance trends and identify improvement opportunities across acquisition, engagement and conversion journeys.
• Drive corrective actions where performance is below plan and ensure business outcomes are tracked through governance forums.
3. KPI Dashboards and Analytics Governance
• Define, build and monitor KPI dashboards covering traffic, funnel health, conversions, journey drops, business numbers and feature adoption.
• Ensure data accuracy, metric definitions and reporting consistency with Analytics and Data teams.
• Share periodic insights, dashboards and leadership updates for decision making and course correction.
4. Customer Experience and UI/UX Design Governance




• Own end-to-end customer experience across App and Web journeys and identify friction points impacting adoption or conversion.
• Collaborate with Design, Product and Technology teams to improve UI/UX, journey flow, communication and usability.
• Drive customer-first design standards and ensure consistency of experience across digital assets.
5. Customer Research and Market Intelligence
• Lead customer research, usability studies, feedback analysis and competitor benchmarking for digital channels.
• Convert research insights into actionable product, journey and business improvement initiatives.
• Evaluate emerging digital trends and best practices relevant to BFSI, FinTech and consumer platforms.
6. Stakeholder and Cross-Functional POD Management
• Lead cross-functional POD comprising PO Lead, PMG/Business, KPI Monitoring, DCX/UI-UX, Research and Managers.
• Engage with Business, IT, COE, PMG, Analytics, Marketing, Operations, Risk, Legal and Compliance teams for aligned delivery.
• Conduct governance reviews, resolve dependencies and escalate risks impacting timelines, business outcomes or customer experience.
7. Team Development
• Establish role clarity, performance expectations and review rhythm for POD leads and managers.
• Coach and develop team members on digital product management, analytics, customer experience and stakeholder management.
Key Decisions / Dimensions
Following decisions are taken by the role:
• Prioritization of App and Web digital roadmap,



platform enhancements and customer journey improvements.
• Recommendations on UI/UX changes, feature launches, digital experiments and research-led improvements.
• Corrective actions on business KPI deviations, funnel drops and customer-impacting issues.
• Resource allocation and governance rhythm across POD leads and managers.|• Digital business portfolio managed through App and Web channels; ownership of channel business performance, conversion and KPI delivery.
Major Challenges
Balancing aggressive digital business growth expectations with customer experience, platform stability and regulatory requirements.
• Managing multiple stakeholder priorities across Business, Product, Technology, Analytics, Operations and Compliance teams.
• Ensuring timely release execution while maintaining quality, data accuracy and post-launch performance monitoring.
• Translating customer research and digital insights into measurable business outcomes.
Required Qualifications and Experience
Qualifications
• Graduation in Engineering, Technology, Management, Business or related discipline.
• Post-Graduation / MBA preferred.
Work Experience
• Minimum 10 - 15 years of experience in Digital Product Management, Digital Platforms, Customer Experience or Digital Transformation.
• Strong experience in BFSI / FinTech / Digital Lending / Consumer Internet platforms.
• Solid understanding of App and Web platform management, product lifecycle, agile delivery and business analytics.
• Proven experience in managing cross-functional stakeholders and leading multi-disciplinary teams.
Functional Knowledge
• Digital product management, KPI dashboarding, UI/UX governance, customer research, funnel analytics, business performance monitoring and stakeholder management.

📌 Lead - Digital Platforms and Consumer AI/Senior Lead - Digital Platforms and Consumer AI (India)
🏢 Bajaj Finance
📍 India