Product Manager-Digital Transformation Delivery-Customer Experience

IDFC FIRST Bank; Navi Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

IDFC FIRST Bank in Navi Mumbai is seeking a Product Manager for Digital Transformation Delivery in Customer Experience to drive strategic CX initiatives. You will collaborate with cross-functional teams, optimize Salesforce-driven processes, and deliver STP journeys while reducing calls and improving SLAs.

The role demands strong product management, stakeholder management, and a track record of process automation.

Qualifications

• Graduation in commerce, science, arts or related fields; MBA or equivalent higher degree preferred.
• 2-5 years of relevant product management experience in digital transformation or CX delivery.
• Experience with Salesforce and digital platform ecosystems is desirable.

Responsibilities

• Identify peaks and designs to reduce call volumes, complaints, and average handling time while improving service levels and STP journeys.
• Collaborate with SFDC Platform to optimize SRs, log calls, queries, and requests with end-to-end tracking.
• Create a new Workbench across servicing channels to standardize customer experience touchpoints.
• Eliminate manual MIS and bulk uploads; drive STP in journeys and reduce dependency on L3; shift-left strategy.
• Ensure first contact resolution within 30 minutes through optimized processes and upfront customer communication.
• Develop knowledge management and agent scripts to drive digital adoption and reduce repeat SRs.

Skills

Product management

Stakeholder management

Cross-functional collaboration

Salesforce

Automation

Process optimization

Team leadership

Communication

Education

Bachelor's degree (B.Com / B.Sc / BA / BBI / BMS)

MBA / M.Com / MA

Tools

Salesforce

Job description

Work Experience

Job Title: Product Manager-Digital Transformation Delivery-Customer Experience

Department/Function: Service

Job Purpose

As a Product Manager - Delivery in the Customer Experience (CX) team, your mission is to enhance customer satisfaction by driving strategic initiatives aligned with the role's KRAs. You will collaborate with cross-functional teams to deliver impactful outcomes, improve operational efficiency, and contribute to governance, compliance, and customer-centricity.

Roles & Responsibilities

• Identify current peaks and identify holistic solutions to address those peaks, through reduction in calls volumes, reduction in number of complaints, reduction in AHT, increasing SLs, increasing in STP Journeys to ensure whatever calls are landing are addressed immediately.
• Work with SFDC Platform to optimize SRs, Log a Call, Query and Requests coming on SFDC. Ensure fully transparent tracking of these right from calls landing at IVR, Emails being received and Social Media Escalation. Ensure these are all well tracked against LOBs and published regularly.
• New Workbench to be created across all Servicing Channels, ensuring the customer experience across channels and touch points of the Banks to remain standardized.
• No F1 Team, no emails, manual excels MIS or even bulk upload in any journey. All journeys to be either STP or designed to eliminate these redundancies. Reduce dependency on L3, shift left to L2 and L1, L0.
• Service landing issue & event integration, call context to be prompted by the Workbench for superior handling and no manual SR creation needed. Basic details to be opted for SR to be auto created and stamped.
• All calls, emails and escalations landing to the agent to be resolved in First Contact Closure, either through STP Journeys or processes optimized to resolve under 30 minutes with upfront communication to the customer.
• Knowledge management for servicing – input for training, Agent Scripts to drive Digital Adoption to reduce repeat SRs and educate the customer on self servicing platform, SOP, and Arya.
• Facilitate regular cadences with:
• System Platform Owners
• CX Champions
• CDC, Email, and Social Media Teams
• Training, Budget, and Controls Teams
• Loan Center and Service Quality Teams
• BIU Team
• Support PMO activities and governance processes including OMs and Pre-OMs.
• Recommend process and policy improvements to enhance service efficiency and customer satisfaction.
• Strong product management and analytical skills
• Experience with digital platforms, especially Salesforce
• Proven ability to drive automation and process optimization
• Excellent stakeholder management and cross-functional collaboration
• Effective communication and team leadership capabilities

Educational Qualifications

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience

2 - 5 years of relevant experience