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Job Department: Design (Web & Mobile)
Employment Type: Full Time
Experience: 8+ years
Salary ₹: 3500000
Job Location: Pune
Industry Type: Financial Services
On-site/Remote: Work from Office
  • Spearhead a team of 3 to deliver an engaging and friction-less customer experience across 6 company websites, customer service portal and various touchpoints.
  • Build and establish the best UX research methodologies for the function to drive product innovations that enhance user experience on the website
  • Independently lead and conduct UX research projects across products to generate actionable insights using a variety of methods (e.g., product analytics, web analytics, surveys, contextual interviews, moderated/unmoderated usability testing, card sort, etc.)
  • Conduct exploratory research to identify unknown gaps and opportunities using existing data (product analytics, web analytics and customer behaviour) and new data from initiated studies.
  • Lead critical research efforts and conduct complex multi-phase, mixed-method studies that deepen our understanding of the user experience and drive the customer experience strategy
  • Establish the best quantitative or qualitative research methodologies for the function.
  • Analyze and synthesize findings to define user personas, user flows, user journeys, experience maps, storyboards as well as task flows; develop strategies and ideas for incorporating into product designs, and work with the team to share research and translate findings into actionables
  • Work with UX designers, data analytics team, product and business managers to understand information needs/gaps
  • Efficiently translate complex research data into meaningful and consumable insights and assist UX designers in concepts and designs
  • Follow established human-computer interface (HCI) design principles and best-practices
  • 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 UX research, journey creation, usability testing and CUG
  • 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.

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