Own the end-to-end digital consumer experience across all customer-facing digital assets, including the
Dr Lal PathLabs Mobile App, Website, WhatsApp, Patient Portal, and future digital channels
. The incumbent will be the
Business Product Owner,
translating customer needs into digital products while working closely with cross function for increasing digital adoption, improve customer experience, drive self-service, and maximize business outcomes through seamless digital journeys.

Digital Consumer Journey Ownership:
- Design and continuously improve the end-to-end patient journey across all digital touchpoints.
- Identify drop-offs and redesign journeys to improve conversion and customer satisfaction.
- Will be responsible for Product vision, Feature prioritization, Business requirement documentation, User stories, Sprint prioritization, and Product adoption

Increase Digital Adoption :
- Drive higher adoption of digital channels through First-time digital registrations, App downloads, Website usage, WhatsApp transactions, Digital report downloads, Digital payment adoption,



Online booking penetration, and repeat digital bookings
- Work with Marketing and CRM teams to increase activation and engagement across customer cohorts.

Customer Experience & UX:
- Champion a consumer-first mindset by Conducting customer research, Journey mapping, Usability testing, Heatmap analysis, Session recordings, Customer interviews
- Partner with UI/UX designers to simplify digital experiences.

Data & Analytics:
- Use analytics to identify friction points and launch experiments to optimize Conversion Funnel
- Track and improve App installs, Digital booking %, Conversion rates, digital NPS, App ratings, digital revenue and feature adoption
- Identify opportunities to leverage AI across digital channels

Stakeholder Leadership & Influence:
- Influence without authority across Technology, CX, Loyalty, Finance, Commercial, Operations, Marketing, Procurement, Legal and external partners.

📌 Senior Manager – Digital Product Marketing (Gurugram)
🏢 Dr Lal Pathlabs
📍 Gurugram