Lead/Senior Lead - Digital Platforms and Consumer AI

Job description

Job Summary To lead the end-to-end build, monitoring and performance management of digital assets across App and Web channels, drive business numbers and digital KPIs, establish KPI dashboards, govern UI/UX design and customer experience, and leverage research-led insights to improve digital adoption, engagement and conversion for the business channel. Duties and Responsibilities (Accountabilities associated with the job) • Digital Asset Build and Platform Governance • Own App and Web digital asset roadmap, build priorities and enhancement governance in line with business objectives. • Drive requirement finalization, platform improvements, journey enhancements and timely delivery with Product, IT and Business teams. • Monitor stability, scalability, customer impacting issues and release performance for digital assets. • Ensure post Go-Live monitoring and adoption tracking for all new features and journeys. • Business Performance and KPI Ownership • Own channel-wise business numbers including leads, conversion, disbursals, revenue and digital adoption metrics. • Review performance trends and identify improvement opportunities across acquisition, engagement and conversion journeys. • Drive corrective actions where performance is below plan and ensure business outcomes are tracked through governance forums. • KPI Dashboards and Analytics Governance • Define, build and monitor KPI dashboards covering traffic, funnel health, conversions, journey drops, business numbers and feature adoption. • Ensure data accuracy, metric definitions and reporting consistency with Analytics and Data teams. • Share periodic insights, dashboards and leadership updates for decision making and course correction. • Customer Experience and UI/UX Design Governance • Own end-to-end customer experience across App and Web journeys and identify friction points impacting adoption or conversion. • Collaborate with Design, Product and Technology teams to improve UI/UX, journey flow, communication and usability. • Drive customer-first design standards and ensure consistency of experience across digital assets. • Customer Research and Market Intelligence • Lead customer research, usability studies, feedback analysis and competitor benchmarking for digital channels. • Convert research insights into actionable product, journey and business improvement initiatives. • Evaluate emerging digital trends and best practices relevant to BFSI, FinTech and consumer platforms. • Stakeholder and Cross-Functional POD Management • Lead cross-functional POD comprising PO Lead, PMG/Business, KPI Monitoring, DCX/UI-UX, Research and Managers. • Engage with Business, IT, COE, PMG, Analytics, Marketing, Operations, Risk, Legal and Compliance teams for aligned delivery. • Conduct governance reviews, resolve dependencies and escalate risks impacting timelines, business outcomes or customer experience. • Team Development • Establish role clarity, performance expectations and review rhythm for POD leads and managers. • Coach and develop team members on digital product management, analytics, customer experience and stakeholder management. Key Decisions / Dimensions Following decisions are taken by the role: • Prioritization of App and Web digital roadmap, platform enhancements and customer journey improvements. • Recommendations on UI/UX changes, feature launches, digital experiments and research-led improvements. • Corrective actions on business KPI deviations, funnel drops and customer-impacting issues. • Digital business portfolio managed through App and Web channels; ownership of channel business performance, conversion and KPI delivery. Major Challenges Balancing aggressive digital business growth expectations with customer experience, platform stability and regulatory requirements. • Managing multiple stakeholder priorities across Business, Product, Technology, Analytics, Operations and Compliance teams. • Ensuring timely release execution while maintaining quality, data accuracy and post-launch performance monitoring. • Translating customer research and digital insights into measurable business outcomes. Required Qualifications and Experience • Qualifications • Graduation in Engineering, Technology, Management, Business or related discipline. • Post-Graduation / MBA preferred. • Work Experience • Minimum 10 - 15 years of experience in Digital Product Management, Digital Platforms, Customer Experience or Digital Transformation. • Strong experience in BFSI / FinTech / Digital Lending / Consumer Internet platforms. • Strong understanding of App and Web platform management, product lifecycle, agile delivery and business analytics. • Proven experience in managing cross-functional stakeholders and leading multi-disciplinary teams. • Functional Knowledge • Digital product management, KPI dashboarding, UI/UX governance, customer research, funnel analytics, business performance monitoring and stakeholder management.