Assistant Manager – Customer Journey & Growth Projects

About the Role
We're looking for a sharp, execution-focused professional to work directly with the Business
Head – Marketing & Direct verticel on the customer's lead-to-disbursement journey.
The mandate is simple to state and hard to do well: make the customer succeed at every
step, and make that success profitable. That means finding where customers drop off or
struggle, understanding why, and driving projects that fix it — in close partnership with the
Marketing team, who you'll work with as a true enabler, not just a stakeholder.
Any initiative that improves lead conversion, journey experience, or funnel profitability is fair
game for this role  from a quick process fix to a multi-team project. You'll bring the
structure, the data, and the follow-through to turn identified problems into shipped,
measurable improvements. If you have a strong analytical mindset, enjoy solving customer journey problems end-to-end, and take satisfaction in seeing a project through from insight to impact, this role is built
for you.

Key Responsibilities

• Work closely with the Business Head – Marketing to own problem-solving across the lead-to-disbursement customer journey
• Analyze the funnel (lead qualified sanctioned disbursed) to identify drop-off points, friction, and root causes, and translate findings into a prioritized project pipeline
• Partner with the Marketing team as an enabler — understanding their goals and constraints, and driving initiatives that make them and their campaigns more successful
• Design, run, and track structured experiments/pilots aimed at improving lead conversion and journey completion, iterating based on results
•  Own end-to-end execution of these projects — planning, coordinating across Marketing, Product, Tech, Credit, and Sales/Alliances, and driving them to closure
• Track and report on business impact — lead conversion rate, disbursement rate, turnaround time, cost per disbursement, and funnel profitability
• Build and maintain dashboards/trackers that give visibility into journey health, project status, and impact on the business
• Run regular reviews and prepare crisp updates for leadership on what's working, what isn't, and what's next

• 3–5 years of experience in growth/marketing operations, project management, strategy, consulting, or business analysis (BFSI/fintech/startup background preferred)
• Strong analytical mindset with hands-on comfort in funnel and cohort analysis, and translating data into a clear action plan (Excel a must; SQL/Power BI a plus)
• Genuine curiosity about the customer journey — comfortable digging into 'why' a customer dropped off, not just 'where'
• Demonstrated ability to manage multiple projects simultaneously and drive them to closure independently
• Excellent stakeholder management skills — able to work as a true partner to the Marketing team, not just track their numbers
• A structured, detail-oriented approach paired with the ability to operate in ambiguity
• High ownership mindset
• B.Tech, MBA, or equivalent preferred, not mandatory

Good to Have

• Prior experience in lending, NBFC, or fintech, especially around lead funnels or digital
• customer journeys
• Familiarity with marketing/CRM analytics tools, SQL, and project management tools
• (Jira, Asana, Notion)