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Digital Product Owner – Customer Onboarding Journey Ecosystem
Role Title: Digital Product Owner – Customer Onboarding Journey Ecosystem
Location: Mumbai, India | Reporting To: Head – Digital Client Acquisition | Type: Full-time
Role Objective
Own and optimize the DIY digital journey ecosystem across account opening, onboarding, trading, and lifecycle management, ensuring seamless customer experiences, competitive benchmarking, CRM integration, compliance, and measurable business outcomes.
Key Responsibilities
• DIY Account Opening & Onboarding: Own the end-to-end journey; track completion rates, drop-offs, and recovery strategies; ensure frictionless KYC and activation.
• Competition Benchmarking: Benchmark against top 5 brokers/fintech’s; map features and conversion tactics; recommend enhancements.
• CRM Integration & Drop-Off Communication: Integrate CRM with DIY journeys; automate re-engagement for drop-offs; monitor creatives and effectiveness.
• Customer Communication & Engagement: Own lifecycle communication (prospects to retained customers) across email, push, and in-app, ensuring personalization.
• Digital Trading Adoption: Track trading adoption, order volumes, and frequency; drive digital penetration.
• Performance & Feedback Monitoring: Test journeys across desktop, mobile web, iOS, and Android; monitor speed, errors, and feedback.
• A/B Testing: Run tests on journey steps and UI/UX; implement data-backed changes.
• Customer Lifecycle Management: Own acquisition, activation, engagement, and retention KPIs; publish performance reports.
• Documentation & Testing: Prepare BRDs; define acceptance criteria and test cases; collaborate with QA on defect resolution.
• Governance, Compliance & Security: Ensure SEBI/RBI and data privacy compliance; validate flows with compliance/risk teams.
• Customer Research: Conduct interviews and usability testing to refine UX.
• Cross-Channel Parity: Maintain parity across desktop, website, and app.
• Stakeholder Communication: Serve as single source of truth for DIY journey KPIs.
Required Skills & Experience
6–10 years in digital product management or customer journey roles. Strong grasp of DIY onboarding, CRM integration, and digital trading platforms. Track record in benchmarking, lifecycle management, and BRD/test delivery. Experience with A/B testing, Agile (RICE, MoSCoW), and compliance standards. Excellent stakeholder management.
Work arrangement
No
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