
Digital Onboarding Strategist
6 days ago
We are seeking a seasoned business professional with expertise in digital products to drive customer satisfaction, retention, and growth for our Self-serve customer base.
This critical role involves synchronizing customer journeys across all channels to deliver an exceptional omni experience.
Key Responsibilities:- Design and implement new customer journeys to meet digital needs of the Digital Onboarding program.
- Develop and manage technical capabilities, sales channels, and operational processes to support these journeys.
- Lead the Digital Onboarding team to meet stakeholder expectations in terms of hardware, software, training, and processes.
- Collaborate with the Digital Penetration team to achieve commercial targets.
- Monitor and analyze product performance to continuously improve journeys and address pain points.
- Develop and manage the product strategy and roadmap for Digital onboarding.
- Ensure seamless touchpoints (branches, contact center, social media, app) are updated and functioning flawlessly.
- Establish Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- Maintain strong relationships with customer-facing teams and conduct training sessions.
- Foster alignment with marketing, compliance, legal, IT, and other teams to meet regulations.
- Stay informed about industry trends and competitive products, conduct market research for app improvements.
- Segment customers based on data for targeted strategies.
- Develop personalized communication and promotion strategies 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.
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