Senior Product Manager-Credit Cards

IDFC FIRST Bank·Mumbai·Onsite

Senior Product ManagerEnterprise

Experience

7–10 years

Employment

Full Time

Work mode

Onsite

Level

Senior Product Manager

Location

Mumbai

Posted

3 days ago

What you'll do

CX Strategy & Standards
Ensure experience consistency across channels
Build superior service mechanisms for affluent customers
Govern experience-related changes during CVP updates or transitions
Affluent Communications Craft Lead: set luxury tone‑of‑voice guidelines; pre‑send creative QA; copy standards across SMS, email, WhatsApp, in‑app, RM scripts.
Mystery shopping and competitive journey benchmarking for premium experiences.
Journeys & Communications
Build and execute CLCM
Build customer journeys, conduct UAT, provide go-live approvals
Develop and manage lounge/golf/CFAR activation/deactivation communications
Coordinate launch communication and creatives
Accessibility & inclusive design checklist for affluent journeys (readability, alt text, colour contrast) without compromising luxury tone.

Job Description
Job Purpose
Senior Manager – Affluent Customer Experience & Design
Design and steward premium experiences and lifecycle communications; orchestrate onboarding & RM enablement; own complaint RCA and premium servicing constructs (CX Ops) to lift CX Score and retention.
Experience standards and governance (app, web, RM, service)
Lifecycle comms (CLCM), journeys, UAT and go-live approvals
Onboarding orchestration and RM enablement
Premium servicing constructs and CX Ops (concierge/priority desk, empowerments)
Complaint RCA, escalations, service recovery programs
Website/app content for CX journeys
Primary