Lead UX Analyst – No.1 Financial Services in India

• Spearhead a team of 3 to deliver an engaging and friction-less customer experience across 6 company websites, customer service portal and various touchpoints.

• Establish the practice of UX analytics for the unit with a segmentation frame to understand customer behaviour on asset.

• Design the user’s journey analysis framework for the websites, to gather data insights into user-experience and actionables therein.

• Focus on how users are engaging with our platforms, map their behaviours and identify/recommend areas of improvement

• Should have hands-on experience in the UX/CX domain across various practices like UX analysis and data analytics.

• Ensure analysis is approached through the integration of multiple data streams across tools like Google Analytics, Contentsquare and practices like usability testing, VoC, hence including qualitative and quantitative

• Derive insights in order to drive action and impact by providing compelling narratives and artefacts; to improve the digital experience of customers.

• Understanding customers’ digital behaviour, the aspects of segmentation and customer journeys to identify and implement improvements and optimisations for a better experience.

• Audit the One Web ecosystem to improve and build a zero-error and seamless environment for the customers.

• Create and manage a customer experience metrics to regularly monitor the Digital Experience Score (DXS) encompassing all experience, efficiency and hygiene related metrics.

PARTNER MANAGEMENT

• Build a partner ecosystem for CX across various practices of UX analysis

• Evaluate vendor capabilities, negotiate terms and review their performance/deliverables
  
• Participate and own the onboarding of all new partners in the ecosystem
  
• Create a partner engagement framework and drive the same consistently to build stronger relationships

TEAM DEVELOPMENT

• Lead, inspire and groom team members to professional heights, playing a key role in their career development.
• Engage the team to practice an analytical, hypothesis-driven approach to improve their performance and become a well-rounded professional.
• Create opportunities for them to push above their weight.
• Clearly establish individual performance expectations and evaluation metrics, and regularly review individual performances.
• Guide and align them to the company’s culture and develop their inter-personal and stakeholder management skills.