Deputy Unit Manager

Job Purpose
One Web is one of the three large pieces of the company's omnipresence strategy and the most important.
It is an integrated platform offering a portfolio of products covering payments, cards, wallets, loans, deposits, mutual funds, and loans on lifestyle products ranging from consumer durables to home furnishing.

One Web platform will integrate our home-grown ecommerce store, insurance marketplace, investment marketplace, payments engine including BBPS and offer a consumer-tech experience to our customers.

It will be a dynamic digital platform which will be hyper-personalized for each customer and provide the right nudges across multiple channels to start, resume or finish the journey.

This is a managerial position where you'll be the custodian of customer journey experiences on the One Web.

Analyse and synthesize data via UX research, usability testing, heuristic evaluation, functional and factual testing, data analysis tools like Google Analytics, Contentsquare to build engaging user experience.

With a customer obsession mindset and strong analytical and observational skills, you are required to lead a team of 3 and deliver the customer-experience objectives for the company.Duties and Responsibilities

• Establish the practice of UX analytics for the unit with a segmentation frame to understand customer behaviour on asset.

• Design the user's journey analysis framework for the websites, to gather data insights into user-experience and actionables therein.

• Focus on how users are engaging with our platforms, map their behaviours and identify/recommend areas of improvement

• Should have hands-on experience in the UX/CX domain across various practices like UX analysis and data analytics.

• Ensure analysis is approached through the integration of multiple data streams across tools like Google Analytics, Contentsquare and practices like usability testing, VoC, hence including qualitative and quantitative

• Derive insights in order to drive action and impact by providing compelling narratives and artefacts; to improve the digital experience of customers.

• Understanding customers' digital behaviour, the aspects of segmentation and customer journeys to identify and implement improvements and optimisations for a better experience.

• Audit the One Web ecosystem to improve and build a zero-error and seamless environment for the customers.

• Create and manage a customer experience metrics to regularly monitor the Digital Experience Score (DXS) encompassing all experience, efficiency and hygiene related metrics.

PARTNER MANAGEMENT

• Build a partner ecosystem for CX across various practices of UX analysis

• Evaluate vendor capabilities, negotiate terms and review their performance/deliverables

• Participate and own the onboarding of all new partners in the ecosystem

• Create a partner engagement framework and drive the same consistently to build stronger relationshipsKey Decisions / Dimensions
Set-up various frameworks, processes for running the UX analytics unit.

Leverage customer behaviour data and draw inferences and hypothesis to create an exceptional customer journey and deliver superior experience.

Setting priorities for various projects and leading the same.Required Qualifications and Experience

• 3+ years of experience with UX analytics, data analytics, Google Analytics, UX research, usability testing

• Experience with design tools, preferably Figma

• Experience in UX, data analysis, Human-computer Interaction, Information Science, Psychology, or related area

• Familiarity with the BFSI industry and e-commerce working in customer-experience domain

• A UX/CX manager with a customer-focused, and data-driven mindset

• Analytical mindset to infer customer behaviour data to develop & execute customer-based journeys

• Exemplary attention to detail

• Excellent stakeholder management, including the ability to deal with senior management

• Ability to work in self-directed, fast-paced, results-oriented environment

• Comfortable dealing with ambiguity; entrepreneurial mindset and ability to lead a team

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