Head Customer Facing Applications

Vijaya Diagnostic Centre Limited; Hyderabad; Presencial; INR 4.500.000 - 7.500.000; Jornada completa

Descripción de la vacante

Vijaya Diagnostic Centre Limited in Hyderabad seeks a Head of Customer Facing Applications to own the strategy, delivery, and performance of all customer touchpoints across mobile apps, web portals, booking and payment flows. You will blend product thinking with engineering leadership to drive secure, scalable digital experiences that boost adoption and revenue.

Responsibilities include building a multi-year product roadmap, guiding cross-functional teams, ensuring API-first architecture, and

Formación

• 12-15+ years in software or digital product delivery with leadership.

Responsabilidades

• Define multi-year roadmap for customer-facing apps.

Conocimientos

Product strategy

Roadmap planning

Agile delivery

API-first architecture

Microservices

UX design

Analytics & A/B testing

Vendor management

Team leadership

Security by design

Educación

Bachelor’s degree in Engineering/CS/IT

Master’s/MBA preferred

Herramientas

CI/CD pipelines

QA automation

APIs / API gateways

VAPT

Descripción del empleo

Job Description: Head of Customer Facing Applications

Department: Information Technology / Digital

Reports to: Chief Information Officer (CIO)

Location: Corporate office, Hyderabad.

Role Summary

The Head of Customer Facing Applications owns the strategy, delivery, and performance of every application customers touch: mobile apps, web portals, booking and ordering platforms, payment flows, and self-service channels. The role combines product thinking with engineering and vendor leadership to deliver a fast, secure, and consistent digital experience that grows adoption, revenue, and customer satisfaction.

Key Responsibilities

1. Digital Product Strategy and Roadmap

• Define the multi-year roadmap for customer-facing applications, aligned with business goals and customer journeys.
• Prioritize the backlog using customer data, business impact, and technical feasibility.
• Partner with business, marketing, operations, and customer service heads to turn requirements into product outcomes.
• Run discovery, A/B testing, and feedback loops to validate features before and after release.

2. Application Delivery and Engineering

• Lead design, build, release, and enhancement of mobile (iOS/Android), web, and portal applications.
• Own architecture standards: API-first, microservices, headless/composable approaches, and reusable components.
• Run agile delivery with clear sprint cadences, release management, and quality gates.
• Oversee QA, test automation, and CI/CD pipelines for fast, safe releases.

3. Customer Experience (CX) and Design

• Own UX/UI standards and design systems for a consistent experience across channels.
• Track journey metrics such as conversion, drop-off, task completion time, app ratings, and NPS/CSAT.
• Drive accessibility (WCAG), localization, and multi-language support.
• Use analytics and behavior tools to find friction and prioritize fixes.

4. Integration and Platform Ownership

• Ensure seamless integration with core systems: CRM, ERP, core operational platforms, payment gateways, and communication services (SMS, WhatsApp, email, push).
• Manage API gateways, authentication/SSO, and third-party integrations.
• Support omnichannel consistency across app, web, call centre, and in-person touchpoints.

5. Performance, Reliability, and Support

• Define and meet SLAs for availability, latency, and scalability, including peak-load readiness.
• Work with infrastructure and DevOps teams on monitoring, observability, and incident response.
• Own L2/L3 application support, root cause analysis, and problem management.
• Maintain disaster recovery and business continuity for customer-facing systems.

6. Security, Privacy, and Compliance

• Embed security by design: secure coding, VAPT, OWASP controls, and API security.
• Ensure compliance with DPDP Act, PCI DSS for payments, ISO 27001, and sector regulations as applicable.
• Manage consent, data privacy, and data retention in customer applications.
• Close audit and vulnerability findings within defined timelines.

7. Data, Analytics, and Innovation

• Build a data-driven culture with dashboards for adoption, engagement, funnel, and revenue metrics.
• Enable personalization, recommendations, chatbots, and AI-driven features where they add value.
• Evaluate emerging technologies and recommend pilots with clear business cases.

8. Vendor, Budget, and Team Leadership

• Manage development partners, SaaS vendors, and agencies: contracts, SLAs, and commercial negotiation.
• Own the application budget, forecasting, and cost-to-serve optimization.
• Lead and develop product managers, engineers, designers, and QA leads; build a strong in-house capability.
• Foster a culture of ownership, experimentation, and continuous improvement.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or IT (Master's or MBA preferred).
• 12-15+ years of experience in software or digital product delivery, with at least 5 years leading teams and customer-facing platforms at scale.
• Proven track record launching and scaling mobile and web applications with measurable business results.
• Strong grounding in product management, agile delivery, and API/integration architecture.

Preferred certifications: Certified Scrum Product Owner/SAFe, PMP, AWS/Azure Solutions Architect, CISM/CISSP or equivalent security credential, ITIL 4.