Product Manager – Digital Customer Onboarding

UBL - United Bank Limited; Karachi Division; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

An established industry player is seeking a talented professional to enhance customer journeys in the digital banking space. This role is pivotal in retaining and expanding the self-serve customer base while ensuring maximum satisfaction and value. You will design innovative customer experiences, manage a dedicated team, and collaborate with various departments to align goals and meet regulatory standards. If you possess a strong business background and a passion for digital products, this is an exciting opportunity to make a significant impact in a rapidly evolving sector.

Qualifications

• 5+ years in customer relationship management, ideally in banking or finance.
• Strong analytical skills for data-driven decision-making.

Responsibilities

• Design and implement customer journeys for Digital Onboarding.
• Manage the Digital Onboarding team and ensure stakeholder satisfaction.

Skills

Customer Relationship Management

Analytical Skills

Communication Skills

Leadership

Data-Driven Decision Making

Education

Bachelor's Degree in Business, IT, Finance, or Marketing

Master's Degree (preferred)

Job description

Direct message the job poster from UBL - United Bank Limited

Hiring Tech Talent from Karachi | Islamabad | Lahore

We are looking for a business background professional with experience dealing in digital products. This role is critical for retaining and expanding the Self-serve customer base, ensuring customer satisfaction, and maximizing the lifetime value of each customer while synchronizing the customer journeys with respect to omni experience at all channels.

Job Description:

• Design new customer journeys to address digital needs of the Digital Onboarding program.
• Implement these customer journeys by developing new processes, technical capabilities, sales channels, and managing their operations.
• Manage the Digital Onboarding team to meet stakeholder expectations in terms of hardware, software, training, and processes.
• Closely work with and support the Digital Penetration team to achieve commercial targets.
• Monitor and analyze product performance to continuously improve the journeys and address any pain points.
• Develop and manage the product strategy and roadmap for Digital onboarding.
• Ensure touchpoints (branches, contact center, social media, app) are updated and function flawlessly.
• Develop and manage Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Maintain strong relationships with customer-facing teams and conduct training sessions.
• Work with marketing, compliance, legal, IT, and other teams to align goals and meet regulations.
• Stay updated on industry trends and competitive products, conduct market research for app improvements.
• Segment customers based on data for targeted strategies.
• Develop strategies for personalized communication and promotions to engage customers.
• Promote digital bank products and services to existing customers.
• Ensure efficient handling of customer inquiries and complaints.
• Develop and implement customer retention strategies, including loyalty programs.
• Identify at-risk customers and implement strategies to reduce churn.
• Analyze customer data and market trends for continuous improvement.
• Ensure all strategies comply with banking regulations and ethical standards.

Experience & Qualification:

• Minimum bachelor’s degree in business, IT, Finance, Marketing, or a related field (master’s degree preferred).
• Minimum 5 years of experience in customer relationship management, preferably in the banking or financial services industry.
• Strong analytical and data-driven decision-making skills.
• Excellent communication and interpersonal skills.
• Knowledge of banking regulations and compliance requirements is a plus.
• Leadership and team management experience is a plus.
• Ability to adapt to a rapidly changing banking and financial services landscape.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Product Management and Other

Industries

Banking and Financial Services