Product Lead - Digital Self Help

The job holder is responsible to be the product owner of MyAccount Web Portal and web support page and lead the cross functional agile team in developing / managing the product to increase digital channel usage for the company.

The Person

• Possess a HND in IT or be an undergraduate
• Minimum 2 years of experience in similar capacity
• Sound knowledge in MS office with advanced knowledge of MS Visio
• Excellent Critical thinking & problem solving skills
• Excellent command of both written and oral communication in English

• Analyze MyAccount solutions and initiate future requirements / upgrades of the MyAccount Web Portal and work with the relevant teams to digital customer experience
• Coordinate with internal and external stakeholders on MyAccount Web Portal Project initiation, development, implementation and monitoring
• Liaise with UX team and plan the journeys and implement for the upcoming Web Portal releases
• Monitor and evaluate end to end Web Portal management and suggest suitable changes as and when necessary to improve the productivity and reduce cycle time which leads to customer satisfaction and ensure to escalate / follow up issues pertaining to the MyAccount Web Portal
• Liaise with Adoption team in designing and executing of digital marketing campaign to enhance the MyAccount Web Portal user base and customer engagement
• Enhance and improve cx interactions / customer satisfaction of the Web Portal
• Ensure all product and services are made available for customer easy accessibility via MyAccount Web Portal
• Perform end to end coordination of design, develop, implement and govern the MyAccount Web Portal
• Attend to user concerns raised via different channels, resolve issues and build a pleasant experience of the Web Portal for end users
• Update Zenhance and other stake holders about the new updates which are planned and go live for end users
• Ensure to respond and take corrective / preventive actions cx feedback received via VOC channels on time
• Project management of all MyAccount Web Portal future road map deployments as per stipulated budgets and timelines
• Perform end to end coordination of MyAccount development across DAP for all BU’s and implement to enhance CE