Senior Manager Digital Product Marketing

Job description

**Role & responsibilities** - Own the end-to-end digital consumer experience across all customer-facing digital assets including the **Dr Lal PathLabs Mobile App, Website, WhatsApp, Patient Portal and future digital channels**. - Incumbent will be the **Business Product Owner** translating customer needs into digital products while working closely with cross function for increasing digital adoption, improving customer experience, driving self-service, and maximizing business outcomes through seamless digital journeys **Digital Consumer Journey Ownership:** - Design and continuously improve the end-to-end patient journey across all digital touchpoints. - Identify drop-offs and redesign journeys to improve conversion and customer satisfaction. - Will be responsible for Product vision, Feature prioritization, Business requirement documentation, User stories, Sprint prioritization and Product adoption **Increase Digital Adoption :** - Drive higher adoption of digital channels through First-time digital registrations, App downloads, Website usage, WhatsApp transactions, Digital report downloads, Digital payment adoption, Online booking penetration, Repeat digital bookings - Work with Marketing and CRM teams to increase activation and engagement across customer cohorts. **Customer Experience & UX:** - Champion a consumer-first mindset by Conducting customer research, Journey mapping, Usability testing, Heatmap analysis, Session recordings, Customer interviews - Partner with UI/UX designers to simplify digital experiences. **Data & Analytics:** - Use analytics to identify friction points and launch experiments to optimize Conversion Funnel - Track and improve App installs, Digital booking %, Conversion rates, digital NPS, App ratings, digital revenue and feature adoption - Identify opportunities to leverage AI across digital channels **Stakeholder Leadership & Influence:** - Influence without authority across Technology, CX, Loyalty, Finance, Commercial, Operations, Marketing, Procurement, Legal and external partners. **Preferred candidate profile** - **Experience:** 10-12 Yrs - **Qualification Background**: B Tech along with MBA from a premier business school - **Prior Experience/Background:** 5+ years in Product Management, 2+ years leading products, proven ownership of large-scale consumer platforms and experience driving measurable commercial outcomes. - **Preferred Industry:** Travel, Banking, BFSI, Airline, Retail, Hospitality, E-commerce, Consumer Internet, Fintech, HealthTech. - Customer-centric mindset with strong business acumen - Commercial orientation - Result Orientation and execution excellence - Data backed decision making ability