Divisional Head - Digital Products

Job description

The Role Mandate We are seeking a Head of Product – Digital Platforms & Experiences to own, architect, and scale Norton’s global digital ecosystem spanning: • Global Websites & Digital Commerce • Norton Customer Mobile App Platform • Dealer & Channel Partner Systems • Customer Experience (CX), Service, and Support Platforms • Enterprise Integrations (CRM, Commerce, Identity, Data) Scope Clarification: This role owns the Norton App Platform and the end-to-end customer experience delivered through it . Core Connected Vehicle technology—including telematics hardware, embedded software, remote-command infrastructure, vehicle diagnostics algorithms, and OTA platforms—is owned by vehicle software engineering teams. This role drives how those underlying capabilities are integrated, packaged, and surfaced into intuitive, world-class app experiences for the owner. The ideal leader combines the design sensitivity required for luxury consumer experiences with the high-velocity execution and scalability seen in top-tier consumer tech platforms (e.g., Google, Meta, Amazon, Swiggy, Zepto, Uber). Key Responsibilities 1. Digital Strategy & Product Vision • Define the global digital product vision across discovery, commerce, ownership, dealership, service, and brand engagement. • Establish experience principles, design standards, and performance benchmarks appropriate for an ultra-premium global brand. • Build a multi-year product roadmap aligned with Norton’s global expansion plans. 2. Norton App Platform & Connected Ownership Experience • Own the global mobile application platform across customer onboarding, ownership, commerce, service scheduling, and engagement. • Partner with Telematics, Vehicle SW, Cloud, and Cybersecurity teams to define how connected vehicle data (status, navigation, diagnostics, telemetry, remote features, OTA updates) is surfaced securely in-app. • Translate complex underlying vehicle data into simple, reliable, and premium customer experiences. 3. Web, Commerce & Digital Engagement • Own global web properties, market-specific portals, and high-conversion vehicle configurators. • Drive digital commerce across motorcycles, merchandise, accessories, digital subscriptions, and premium brand experiences. • Implement data-driven experimentation, personalization, analytics, and lifecycle marketing engine capabilities. 4. Dealer & Partner Platform Transformation • Architect intuitive systems for dealers and partners to streamline lead management, vehicle configuration, inventory, quotations, delivery, and aftersales engagement. • Provide partners with a unified, 360-degree view of the customer and vehicle to bridge online and physical showroom experiences seamlessly. 5. Integrated CX & Support Systems • Deeply integrate digital touchpoints with Customer Support, Contact Centers, Roadside Assistance, and CRM systems. • Establish a single customer identity and interaction history across channels, eliminating repetitive data entry for owners. • Build high-touch digital self-service capabilities supported by immediate, high-quality human assistance. 6. Enterprise Architecture & System Integration • Collaborate with enterprise technology teams to define API, event, data, and consent management frameworks across Salesforce, CRM, DMS, ERP, Payment, and Cloud systems. • Eliminate fragmented customer journeys caused by functional or geographical silos while balancing speed with architectural scale and security. 7. Team Leadership & Business Outcomes • Recruit, mentor, and lead an elite team of Product Managers, Product Designers, Researchers, and Product Operations leaders. • Own Key Business Outcomes: CSAT/NPS, digital conversion rates, app engagement/retention, connected feature adoption, service retention, dealer productivity, and platform availability. Candidate Profile Experience & Qualifications • 15+ years of digital product leadership experience building scale-grade consumer platforms or luxury/automotive digital products. • Proven track record of launching and scaling high-velocity web/app consumer products with high UX standards. • Strong technical acumen in platform architecture, APIs, customer data platforms (CDP), CRM, commerce, and enterprise integration. • Demonstrated experience recruiting, developing, and leading high-performing product organizations. • Education: Bachelor’s or Master’s in Computer Science, Engineering, Design, Business, or a related discipline. Preferred Background • High-Growth Consumer Tech (Primary Focus): Proven experience scaling consumer products in fast-paced tech environments such as Google, Amazon, Zepto, Swiggy, Flipkart, Uber, Zomato, PhonePe, CRED, Meesho, Razorpay, or similar digital-first companies. • Premium / Luxury / Mobility (Secondary Plus): Experience with premium automotive/mobility brands (e.g., BMW, Ducati, Porsche, Triumph) or luxury consumer brands is advantageous. High-velocity tech execution remains the primary requirement.