Digital Customer Experience Lead

2 days ago

Mumbai, Maharashtra, India N53 Tech Full time
One of our leading Financial Services clients is looking for a Digital CX (Customer Experience) leader to own the customer experience across our web and mobile platforms. This role is at the intersection of product, technology, and delivery — ensuring our digital channels web, iOS/Android/iPadOS apps) deliver seamless, secure, and high-performing customer journeys.

As Digital CX Lead – Product & Delivery, you will:

Govern releases across mobile and web,

Ensure integration readiness with backend APIs,

And champion customer experience across the entire digital lifecycle.

Define and own 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.

Work with developers on API contracts, secure integrations, and performance optimisation.

Oversee CI/CD, app store submissions, and release checklists for mobile/web.

Customer Journey & Experience 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 & Release Management

Act as the single point of contact for Product, Engineering, QA, and Design teams on CX delivery.

Establish release playbooks, rollback strategies, and incident management protocols.

Track KPIs such as app ratings, funnel performance, crash rates, and adoption metrics.

7–10 years in digital product/app delivery (web + mobile).

~ Strong grasp of web ) and native mobile ecosystems.

~ Familiarity with API contracts, backend integrations, and middleware interactions.

~ Hands-on experience with app lifecycle tools (Firebase, Crashlytics, Appsflyer, Fastlane).

~ Proven ability to bridge business requirements and engineering delivery in agile environments.

Domain experience in FinTech/WealthTech customer journeys (onboarding, transactions, portfolios).

B.E./B.Tech in Computer Science/Engineering.

MBA/PGDM (Product/Tech Management) preferred.

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