Digital Products Experience Manager

Job Title: Digital Products Experience Manager

Job Overview:

We are looking for a highly qualified Manager to lead our Digital Product design and Customer Care team. This individual will be responsible for driving the evolution of our banking products and services into adaptive digital, customer-centric solutions. The ideal candidate will have extensive experience in digital product development, customer journey mapping, and user experience (UX) design, with a focus on creating seamless, end-to-end digital experiences.

Key Responsibilities:

1. Domain Expertise:

- Create customer journey vision in execution of digital product strategies that align with seamless digital customer experience across multiple digital channels

- Drive innovation in digital product design, ensuring that all products and services are intuitive, user-friendly, and meet customer needs

2. Team Management:

Manage and mentor a team of specialists across key domains:

- Digital Product Design & Customer Journey Mapping: Oversee the design of digital products and customer journeys that are engaging, efficient, and meet business objectives mostly in terms of digital activity and usage of the digital channels

- UX Research: Lead efforts to gather and analyze user insights to inform product design and development

- UX/UI Design: Ensure the creation of visually appealing and functional interfaces that enhance the user experience

- Customer Care & Feedback Monitoring: Oversee the process of collecting, analyzing, and acting on customer feedback to continuously improve digital offerings

3. Customer Journey Mapping:

- Design and implement comprehensive customer journey maps that identify pain points and opportunities for improving the digital experience

- Collaborate with cross-functional teams to ensure that customer journeys are seamless across all digital touchpoints

4. Digital Product Design:

- Lead the end-to-end development process of digital products, from ideation through launch, ensuring alignment with customer needs and business goals

- Foster a culture of continuous improvement, using data and customer feedback to refine products and services

5. Stakeholder Collaboration:

- Work closely with Product delivery teams, marketing, operations, and other key stakeholders to ensure digital products are integrated smoothly into the banks ecosystem

- Communicate regularly with senior management to report on project progress, challenges, and successes

Qualifications:

- Experience: Minimum of 3 to 5 years of experience in digital product development, with a focus on UX/UI design and customer experience in the financial services industry

- Technical Skills: Proficient in digital product management tools, UX/UI design software, prototyping tools, and customer feedback platforms

- Analytical Ability: Strong data analysis skills with the ability to translate insights into actionable product improvements

- Communication: Excellent communication skills, with the ability to influence and collaborate with stakeholders at all levels

- Experience with Agile/Scrum methodologies

- Demonstrated ability to manage multiple complex projects simultaneously