Product Manager-Digital Transformation Strategy-Customer Experience
IDFC FIRST Bank — Thane, THANE
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Job Description
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
Frequently Asked Questions
What are the eligibility criteria for the Product Manager-Digital Transformation Strategy-Customer Experience job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 2-5 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Product Manager-Digital Transformation Strategy-Customer Experience at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Product Manager-Digital Transformation Strategy-Customer Experience at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 2-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Product Manager-Digital Transformation Strategy-Customer Experience role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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