Authoring user journeys, wireframes, and visual design (UX/ UI), collaboration with IT team for tech development, testing and launching of digital assets
Continuous improvement and enhancement of the existing digital assets with help of customer feedback and data analysis
Delivering best in class digital customer experience across existing Aditya Birla Capital- Digital Assets
Job Context/Job Challenges:
The Aditya Birla Capital (ABCL) has diverse, industry leading businesses across multiple verticals, including lending, life insurance, health insurance, insurance booking, mutual funds, housing finance, wealth management, insurance advisory services, retail broking, distribution of third party products etc. Rationale for the role lies in advantage of integrating strategic alliances and fintech partnerships centrally for pan-ABCL to maximise benefit at the most optimum economics
Challenges:
The biggest challenge is to compete in the new paradigm fintech where new competitors are making large investments from a long-term view, but ABC is making investments basis an annual break-even model. Moreover, our tech approach is traditional which creates a challenge in imagining and delivering innovative and agile tech solutions for new-age user experience.
As ABCL does not manufacture any products and is not licensed to sell any products, the core challenge of the job is the dependence on businesses to give simple and relevant products with ‘3-click’ digital journeys to purchase these products. The dependence also extends to Call Centre desks to close the sale in cases where customers prefer to talk to an agent.
Context:
Delivering best in class digital products in the ever-changing environment of VC funded Fin-Techs and Super Apps
Driving adoption of digital assets to acquire leads, customers, and revenue
Delivering best in class UI/UX and driving synergy across LOBs
Challenges:
Competing with VC funded FinTech’s to build world-class digital platforms who are making long term investments
Aligning Digital Heads, along with each of their one downs to ensure effective alignment and rollout of ABC Digital guidelines to drive UI/UX synergy
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
Digital Customer Experience Management
Collaborate with internal stakeholders to understand business requirements; Author/Validate Business Requirement Document
Drive the design (UI/UX) from the design agencies basis the said requirement/BRD
Collaborate with Tech team for development
Perform UAT and highlight errors in the development; Get the issues fixed from the Tech team
Perform data analysis and evaluate consumer feedback; Loop in feedback for continuous product improvement
KRA2
Project Management
Collaborate with business stakeholders to articulate customer requirements for integration
Coordinate with Shared Service Tech team and Business tech team for the purpose of integration
Coordinate with business Digital Team for project execution
Perform testing and share feedback with business team for any modification
KRA3
Driving customer journey-centricity across LOBs
Collaborate with business to define and articulate critical customer journeys that will drive new demand and service existing customers
Help businesses to implement key Customer Experience improvement projects that have been identified to deliver the best value to customers.
