Product Designer

Job Purpose

Authoring user journeys, wireframes, and visual design (UX/ UI), collaboration with IT team for tech development, testing and launching of digital assets

Continuous improvement and enhancement of the existing digital assets with help of customer feedback and data analysis

Delivering best in class digital customer experience across existing [REDACTED]- Digital Assets

Job Context & Major Challenges

Job Context/Job Challenges:

The [REDACTED] (ABCL) has diverse, industry leading businesses across multiple verticals, including lending, life insurance, health insurance, insurance booking, mutual funds, housing finance, wealth management, insurance advisory services, retail broking, distribution of third party products etc. Rationale for the role lies in advantage of integrating strategic alliances and fintech partnerships centrally for pan-ABCL to maximise benefit at the most optimum economics

Challenges:

The biggest challenge is to compete in the new paradigm fintech where new competitors are making large investments from a long-term view, but ABC is making investments basis an annual break-even model. Moreover, our tech approach is traditional which creates a challenge in imagining and delivering innovative and agile tech solutions for new-age user experience.

As ABCL does not manufacture any products and is not licensed to sell any products, the core challenge of the job is the dependence on businesses to give simple and relevant products with '3-click' digital journeys to purchase these products. The dependence also extends to Call Centre desks to close the sale in cases where customers prefer to talk to an agent.

Context:

Delivering best in class digital products in the ever-changing environment of VC funded Fin-Techs and Super Apps

Driving adoption of digital assets to acquire leads, customers, and revenue

Delivering best in class UI/UX and driving synergy across LOBs

Challenges:

Competing with VC funded FinTech's to build world-class digital platforms who are making long term investments

Aligning Digital Heads, along with each of their one downs to ensure effective alignment and rollout of ABC Digital guidelines to drive UI/UX synergy

Key Result Areas

KRA1 Digital Customer Experience Management

• Collaborate with internal stakeholders to understand business requirements; Author/Validate Business Requirement Document
• Drive the design (UI/UX) from the design agencies basis the said requirement/BRD
• Collaborate with Tech team for development
• Perform UAT and highlight errors in the development; Get the issues fixed from the Tech team
• Perform data analysis and evaluate consumer feedback; Loop in feedback for continuous product improvement

KRA2 Project Management

• Collaborate with business stakeholders to articulate customer requirements for integration
• Coordinate with Shared Service Tech team and Business tech team for the purpose of integration
• Coordinate with business Digital Team for project execution
• Perform testing and share feedback with business team for any modification

KRA3 Driving customer journey-centricity across LOBs

• Collaborate with business to define and articulate critical customer journeys that will drive new demand and service existing customers
• Help businesses to implement key Customer Experience improvement projects that have been identified to deliver the best value to customers.