Digital Customer Experience Lead

1 week ago

Mumbai, Maharashtra, India N53 Tech Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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:

  • Translate business and product vision into sprint-ready deliverables,
  • Govern releases across mobile and web,
  • Ensure integration readiness with backend APIs,
  • And champion customer experience across the entire digital lifecycle.

Key Responsibilities

Product & Delivery Ownership

  • 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.

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 & 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.
  • 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.

Required Skills & Competencies

Must-Have

  • 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.

Good to Have

  • Domain experience in FinTech/WealthTech customer journeys (onboarding, transactions, portfolios).
  • Exposure to GenAI in CX (chatbots, personalisation, summarisation).
  • Knowledge of CDPs, analytics platforms, and personalisation engines.

Education

  • B.E./B.Tech in Computer Science/Engineering.
  • MBA/PGDM (Product/Tech Management) preferred.

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