Product, Process & Proposition Management: Co-lead in design, development, implementation & optimization of product value propositions tailored to different mass customer personas; in close coordination with all key stakeholders including but not limited to Product, Segment, Channel, CX etc.
Consumer Insight, Performance Tracking & Analytics: Conduct comprehensive data analysis for process mapping, impact mapping and strategic planning; monitor segment & channel performance versus competition; generate dashboards & reports to highlight trends, gaps and opportunities for intervention; make data driven recommendations; draft & design the findings into strategy slide decks for both high- & low-level bank wide forums.
Collaborate for optimization of Cross- & Up-Sell: Co-lead in the development & implementation of strategies to optimize cross- & up-selling opportunities; work closely with cross-functional teams including segment, channel, product development, consumer, marketing, CX, IT, operations & compliance to support targeted initiatives specifically designed for the mass segment.
Channel Enablement & Sales Support: Work closely with distribution teams (branches, agents, digital) to increase penetration; provide tools, training & support to frontline staff for better understanding and adoption of the proposition.
Drive Digitization via Project & Initiative Management: Spearhead projects pertaining to digital enablement, branchless banking expansion, contact center and all other key touchpoints for mass segment. Alliance with I&FI, IT and segment/product on digital initiatives and their adoption/penetration within the masses.
Customer Journey & Experience Improvement: Identify & analyze customer pain points and work with all relevant stakeholders to quantify, measure, rectify and improve processes and service delivery across all touchpoints including physical and digital; leveraging technology, global best practices and trends.
Risk & Compliance: Ensure all initiatives comply with regulatory, audit & risk frameworks. Maintain proper documentation & version control for product & process changes.
Minimum qualifications:
- BBA/MBA
Minimum experience:
- 3 to 5 years of work experience preferably in a similar role in any industry with a keen understanding of segmentation, mass segment dynamics & CX principles.
