Product Manager-Digital Transformation Strategy-Customer Experience

Job Requirements

Job Title: Product Manager-Digital Transformation Strategy-Customer Experience

Department/Function: Service

Job Purpose

As a Product Manager - Strategy in the Customer Experience (CX) team, your mission is to enhance customer satisfaction by driving strategic initiatives aligned with the role's KRAs. You will collaborate with cross-functional teams to deliver impactful outcomes, improve operational efficiency, and contribute to governance, compliance, and customer-centricity.

Roles And Responsibilities

• Identify current peaks and identify holistic solutions to address those peaks, either through reduction in calls volumes, reduction in number of complaints, reduction in AHT, increasing SLs, increasing in STP Journey and increasing in self servicing channels to ensure whatever calls are landing are addressed immediately.
• Work with Self Servicing Channels like Optimus, WhatsApp, Chatbot, IVR Deflections, Foreclosure Portal to ensure customer is addressed through the same. Drive Adoption of these channels and identify hacks to improve it's efficacy.
• Drive customer communications and campaigns with Product, HPE, Marketing, to address any anxiety of the customer and avoid such calls coming to the call center.
• Identify and drive solutions to reduce complaints through optimization of Self Serving Channels.
• Knowledge management for servicing – input for training, Agent Scripts to drive Digital Adoption to reduce repeat SRs and educate the customer on self servicing platform, SOP, and Arya.
• Input into ICE-Box, Arya & other assets.
• Conduct regular cadences with:
• System Platform Owners
• CX Champions
• CDC, Email, and Social Media Teams
• Training, Budget, and Controls Teams
• Loan Center and Service Quality Teams
• BIU Team
• Support PMO activities and ensure alignment with transformation goals.
• Optimize team productivity and efficiency through structured governance and reporting.
• Strong product management and digital transformation expertise
• Proficiency in Salesforce and other CX platforms
• Proven ability to lead cross-functional initiatives and drive automation
• Excellent analytical, communication, and stakeholder management skills
• Strong leadership and team-building capabilities
  
  

Educational Qualifications:

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience: 2 - 5 years of relevant experience