D2C Lead

As the DTC Lead at Experian, you will play a pivotal role in driving the development and enhancement of customer journeys and website platforms. Your primary focus will be to conceive, plan, and execute new features and engagement tools that encourage customers to come to Experian India website and take yearly membership.

The D2C Lead will be responsible to build sustainable scale across its D2C offering.

1. Leveraging existing FCR customer and cross sell them to buy paid membership on the D2C offering

2. On-board new customers with digital campaigns. Building and scaling digital channels have been identified as one of the primary growth drivers to achieve the objective. This will be achieved by building seamless & best in class omni- channel journeys across website, App, call center and Sales teams. Further, Digital channels like websites and chatbot need to be leveraged for more and more customer engagement and service other disputes so that customers use and visit Experian digital channels organically.

3. Building partnership with various players to get more subscriptions similar to NETFLIX, etc.

What you’ll need to bring along (Your prior experience & Expertise)

· Must be holding a bachelor’s degree in engineering. MBA or equivalent preferred.

· Minimum of 12 to 15years + of experience in Platform management roles, with a proven track record of successfully managing mobile applications & websites and improving key matrices like registrations, MAU etc.

· Strong understanding of mobile app ecosystem, web technologies, UX/UI design principles, and agile methodologies.

· Experience in running campaigns driving traffic and increasing revenue via digital channels or related sectors is a must.

· Excellent analytical skills, with the ability to interpret data, derive actionable insights, and make data-driven decisions.

· Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and inspire cross-functional teams.

What you’ll be doing (Job responsibilities for this role)

· Platform strategy and vision: Develop & execute strategies to leverage digital channels [ website and chatbot] for more and more customer engagement and service other than Disputes. Define clear objectives and key results (OKRs) to drive customer acquisition aligned with business goals.

· Customer Insights and Research: Conduct in-depth customer research, user interviews, and market analysis to gain insights into customer behaviors, preferences, and pain points. Identify opportunities to enhance the value proposition of ECICI for diverse customer segments like RISK MITIGATION/ SCORE INSIGHTS/ CREDIT INFORMATION Learning episodes .

· Feature Ideation and Prioritization: Collaborate with cross-functional teams, including product, engineering, design, marketing, and business development, to generate innovative feature ideas and engagement tools. Prioritize features based on their potential to drive customer acquisition, retention, and satisfaction.

· User Experience (UX) Design: Work closely with UX/UI designers to create intuitive, user-friendly interfaces and seamless digital experiences that motivate customers to explore and utilize Experian platform to generate revenue as defined in the budget.

· Platform Development and Execution: Lead the customer development lifecycle, from click to purchase, ensuring timely delivery of high-quality features and engagement tools. Collaborate with product, engineering teams to define technical requirements, manage sprints, and oversee product releases.

· Analytics and Performance Tracking: Establish key performance indicators (KPIs) and metrics to measure the success of new features and engagement initiatives. Utilize data analytics tools to track user engagement, conversion rates, and other relevant metrics, and iterate on Platform strategies based on insights gathered.

· Customer Feedback and Iteration: work with marketing team to get Solicit feedback from customers through surveys, user testing, and feedback loops embedded within digital channels. Use customer insights to iterate on existing features, address pain points, and enhance the overall customer experience.

· Stakeholder Management: Collaborate closely with internal stakeholders, including senior management, product teams, marketing, sales, and customer support, to align product initiatives with broader company objectives and ensure cross-functional buy-in.

More about you (Skills we are looking for)

· Helping clients solve complex business problems makes your heart race

· Consulting is most likely in your DNA

· You enjoy working with senior management to set strategic direction

· You are great at defining objectives and approaches for critical assignments