Define new use cases, customer journeys to improve customer experience across kotak.com (both pre and post login net banking experience)
Engagement and timely closures of plans/designs with key stakeholders for new solutions/use cases
Completely own the assigned product including research, conceptualization, acquisition, adoption, engagement and customer experience.
Develop wireframes, user stories, customer journeys, behavioral specifications and personas. Create business case to justify the proposed investment.
Execute detailed User Acceptance Testing Projects / Fixes as per the requirement in Mobile Banking projects
Own and track business KPIs(Leads generated/NPS/CSAT/Customer Feedbacks)
Analyze usage and customer behavioral data to recommend changes required in the content/system for improving KPIs
Work with the various teams (IT, Business solutions, Marketing, UI/UX etc) team to ensure right features are being implemented with maximum efficiency and ROI for the bank.
Work closely with various business verticals to define high impact use cases
Coordination with various Departmental Heads / Users like Business team, Product Team, IT, Vendors etc. to execute projects as per requirement
Work with Internal customers to resolve their issues, identify opportunities for automation to minimize manual intervention
Supporting business in case of live issues by coordinating with technology and getting it resolved in the expected TAT
Prepare User Guides and train users on newly developed Systems
Provide inputs to process team while preparing processes related to systems
Maintain Timely & Accurate MIS and Reporting.
Knowledge of entire project SDLC and active involvement in projects from requirement documentation to post production support
Job Requirements:
Relevant work experience with exposure to digital & technology
Customer journey design will be the most important skill for this role, specifically ability to design innovative product modules
Should have good analytical skills, an eye for detail and positive attitude in terms of finding best solution to problems, issues or requirements
Love for great products, designs, and user experiences and a deep desire to create the same
Data-driven with a knack for defining, tracking and analyzing metrics
Min Qualification: B.E/B.Tech
Collaborative, positive team player with the ability to navigate different teams
