Product Manager-Digital Transformation Strategy-Customer Experience

IDFC FIRST Bank; Navi Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

IDFC FIRST Bank is seeking a Product Manager - Digital Transformation Strategy to strengthen Customer Experience by driving strategic CX initiatives and governance. The role involves collaborating with cross-functional teams to improve efficiency, reduce friction, and deliver scalable digital solutions.

The candidate should have 2-5 years of relevant experience in product management, a strong background in business/commercial education, and proficiency with Salesforce or other CX platforms,

Qualifications

• 2-5 years of relevant experience.
• Graduation in B.Com / B.Sc / BA / BBI / BMS.
• Post-Graduation: MBA / M.Com / MA.

Responsibilities

• Identify peaks and implement holistic solutions to reduce call volumes, complaints, and AHT.
• Drive self-service channels (Optimus, WhatsApp, Chatbot, IVR) adoption.
• Lead cross-functional initiatives with Product, CX, and Marketing to improve journeys.
• Develop knowledge management and agent scripts to boost digital adoption.
• Input into CX assets (Arya, ICE-Box) and governance processes.
• Coordinate regular cadences with CX teams, BIU, and PMO activities.

Skills

Product management

Digital transformation

CX expertise

Cross-functional leadership

Automation delivery

Stakeholder management

Analytical ability

Communication skills

Education

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

MBA/M.Com/MA

Tools

Salesforce

Arya

ICE-Box

Job description

Job Requirements

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

Department/Function: Service

Job Purpose: As a Product Manager - Strategy 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 And Responsibilities

• Identify current peaks and identify holistic solutions to address those peaks, either through reduction in calls volumes, reduction in number of complaints, reduction in AHT, increasing SLs, increasing in STP Journey and increasing in self servicing channels to ensure whatever calls are landing are addressed immediately.
• Work with Self Servicing Channels like Optimus, WhatsApp, Chatbot, IVR Deflections, Foreclosure Portal to ensure customer is addressed through the same. Drive Adoption of these channels and identify hacks to improve it’s efficacy.
• Drive customer communications and campaigns with Product, HPE, Marketing, to address any anxiety of the customer and avoid such calls coming to the call center.
• Identify and drive solutions to reduce complaints through optimization of Self Serving Channels.
• 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.
• Input into ICE-Box, Arya & other assets.
• Conduct 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 ensure alignment with transformation goals.
• Optimize team productivity and efficiency through structured governance and reporting.
• Strong product management and digital transformation expertise
• Proficiency in Salesforce and other CX platforms
• Proven ability to lead cross-functional initiatives and drive automation
• Excellent analytical, communication, and stakeholder management skills
• Strong leadership and team-building 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