Senior Manager - Customer Experience & Digital Marketing

About Us

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose 

Responsible for managing the User Interface design and Customer experience on SBI Card front-end Digital platforms (Mobile App, Website, WhatsApp) and the strategic roadmap for the growth of the Digital channels.

Role Accountability 

1. Define and design the user journeys for new products, services and enhancements with unified customer experience for SBI Card Digital channels
2. Define, prioritize and execute enhancement projects on Digital channels in collaboration with Technology team and  cross functional business stakeholder teams viz. Marketing, IT, Operations, Risk, InfoSec, Legal & Compliance etc. 
3. Work closely with internal business teams to collect, plan and prioritize the requirements for development and enhancement of functionalities on SBI Card Digital channels
4. Manage Mobile App/Website integration projects for delivery of UI/UX designs, use-cases handling and testing of the features before customer release. Work with the UI Design agencies on user experience and interface design for Mobile App/Website functionalities. 
5. Manage the business testing phase of all new developments on the Digital channels with respect to UI/UX/customer journey and manage the customer release on Play Store / App Store / Web platforms 
6. Work towards enhancing the penetration of all Digital channels on the overall portfolio (increase Digital adoption / penetration)
7. Continuously look for and evaluate opportunities to improve / enhance customer experience and self-servicing capabilities on Digital channels
8. Keep track of customer reviews, ratings for Mobile App on App Store and Play Store
9. Monitor performance of Digital channels, conduct competition strength analysis and make necessary changes to increase penetration / usage of the Digital channels for our cardholders
10. Use Digital Analytics tools to track digital footprint of customers on the channels - track user behavior, usage and drop-outs at various stages of the customer journey on the platforms
11. Drive and Manage digital marketing campaigns for increasing penetration and customer engagement on Digital platforms
12. Drive and manage implementation of Personalization tools on Digital platforms to improve customer engagement
13. Regular competition analysis and feature benchmarking to track performance of Digital channels compared to other players in the industry. 
14. Design communication calendar and manage customer engagement through the Push notifications platform (applicable for Mobile App channel)
15. Work towards increasing organic website traffic and improvement in search rankings both Brand and Generic keywords (applicable for Website channel)
16. Ensure process documentation and compliance adherence

Measures of Success 

1. Increase in Mobile App / Website / WhatsApp active penetration at portfolio level
2. Timely and accurate implementation of new features / enhancements / projects on Digital channels along with comprehensive testing before customer go-live
3. Usage and business impact of all key functionalities introduced on Digital channels
4. Improvement in Mobile App ratings on Play Store / App Store (applicable for Mobile App)
5. Seamless usage of Push notifications communication platform for promoting products / services / offers (applicable for Mobile App)
6. SEO KPIs: Organic traffic growth, search keywords ranking (applicable for Website)
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience in Digital Projects planning, execution and Project Management
2. Knowledge and experience in Digital Analytics- Adobe Omniture/Google Analytics
3. Deep understanding of functioning of Digital channels and creation of user journeys on these channels
4. Understanding of Digital metrics and ability to generate, analyze and interpret data.
5. Deep customer focus and experience with researching and determining customer needs and Agency Management
6. Extensive knowledge of competition and demonstrate external focus to remain strongly competitive in the market

Competencies critical to the role

1. High impact communication
2. Customer Orientation
3. Detail Orientation
4. Planning and Organizing

Qualification 

MBA in any stream

Preferred Industry

BFSI