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About the role
Role & Responsibilities: Key highlights of the role are listed below (purely indicative and not limiting): - Support the Lead X-Sell & Servicing in driving the product delivery, optimization, and governance of in-app cross-sell and digital servicing journeys on the CARD mobile application. - Own the execution of assigned product features and customer journeys, ensuring seamless customer experiences, timely delivery, regulatory compliance, and achievement of business objectives. - Gather, analyze and document business requirements through BRDs, FRDs, user stories, process flows, and acceptance criteria; work closely with business stakeholders to ensure clarity and completeness of requirements. - Manage product backlog for Mobile App, prioritize enhancements and defect fixes and support roadmap execution in alignment with business goals and customer needs. - Drive implementation of journeys and digital products such as EMI conversions, credit limit enhancement, balance transfer, add-on cards, insurance products and other revenue-generating opportunities. - Own the development and enhancement of digital servicing features including statement access, card controls, rewards redemption, dispute management, service requests, profile management, and other self-service capabilities. - Coordinate with UX/UI teams to design intuitive, customer-centric journeys that improve conversion rates, reduce drop-offs, and enhance overall app experience. - Work with Martech, Analytics, and Campaign teams to execute personalized customer engagement initiatives through push notifications, in-app banners, deep links, personalized nudges, and lifecycle-based campaigns. - Analyze customer behavior, funnel performance, feature adoption, and customer feedback to identify improvement opportunities and recommend data-driven enhancements. - Collaborate with Analytics and Data Science teams to implement customer segmentation, propensity models, and targeted engagement strategies within the mobile application. - Support governance activities including compliance reviews, audit requirements, change management processes, release documentation, and adherence to RBI guidelines and internal policies. - Identify opportunities for process automation, digitization, and customer self-service enhancements to improve operational efficiency and reduce service costs. Job specific skills: Applicants should possess the following attributes: - Strong understanding of digital product management principles with hands-on experience in mobile app product ownership within Banking, Cards, NBFC or Fintech. - Working knowledge of credit card products and customer lifecycle journeys, including card onboarding, transaction management, EMI conversion, rewards, disputes, limit management, and servicing journeys. - Experience in managing mobile app product backlogs, requirement gathering, feature prioritization, and roadmap execution. - Hands-on experience in Business Solutions Group (BSG) activities including preparation of BRDs, FRDs, user stories, process flows, acceptance criteria, and stakeholder sign-offs. - Good understanding of Agile and Scrum methodologies, including sprint planning, backlog grooming, sprint reviews, and release management. - Experienced in coordinating with Technology, QA, Design, Analytics, Martech, Operations, Risk, and Compliance teams for successful product delivery. - Understanding of mobile app development lifecycle, including iOS and Android platforms, API integrations, deep linking, app release processes, and app performance metrics. - Working knowledge of analytics tools and digital metrics including MAU, DAU, feature adoption, conversion funnels, session depth, CTR, retention, and servicing KPIs. - Familiarity with API-based integrations, third-party vendor management, and fintech ecosystem partnerships. - Excellent communication and stakeholder management skills with the ability to effectively collaborate across business, technology, operations, and support functions. - Strong organizational skills with the ability to manage multiple initiatives simultaneously while maintaining attention to detail and delivery timelines. - Proficiency in Microsoft Excel, PowerPoint, and product management tools such as Jira, Confluence, Azure DevOps, or equivalent platforms. .
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