Experience Lead

22 hours ago

Thāne, Maharashtra, India beBeeDigital Full time ₹ 18,00,000 - ₹ 25,00,000

Customer Experience Visionary

Our Financial Services client seeks a skilled Digital CX leader to own the customer experience across web and mobile platforms.

This role sits at the intersection of product, technology, and delivery – ensuring digital channels deliver seamless, secure, and high-performing customer journeys.

Key Responsibilities
  • Product Ownership
    • Define the roadmap for digital CX across web and mobile platforms.
    • Translate product requirements into backlog items and sprint deliverables.
    • Drive sprint planning, backlog grooming, UAT, and production releases.
    • Ensure feature parity and phased rollouts across iOS, Android, iPadOS, and web.
  • Tech Readiness & System Integration
    • Validate technical feasibility and break down requirements for engineering teams.
    • Work with developers on API contracts, secure integrations, and performance optimisation.
    • Oversee CI/CD, app store submissions, and release checklists for mobile/web.
    • Ensure accessibility, SEO, SSR readiness, and PWA optimisation.
  • Customer Journey Optimisation
    • Collaborate with design and platform leads to ensure OS-native UI/UX (iOS HIG, Material Design).
    • Embed analytics, crash reporting, funnels, and in-app communication tools (Mixpanel, Firebase, WebEngage).
    • Partner with MarTech to design push campaigns, personalisation, and customer journey tracking.
  • Stakeholder Management
    • Act as the single point of contact for Product, Engineering, QA, and Design teams on CX delivery.
    • Coordinate regression testing, cross-browser/device testing, and QA cycles.
    • Establish release playbooks, rollback strategies, and incident management protocols.
    • Track KPIs such as app ratings, funnel performance, crash rates, and adoption metrics.

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