About this role
Digital Product Enablement
• Support day-to-day activities related to NEO BIZ digital products and features. • Assist in documenting business requirements, customer journeys, and enhancement requests. • Coordinate with technology, design, operations, legal, CX, marketing, digital governance and compliance teams to support product delivery. • Participate in UAT testing and post-launch monitoring to ensure product quality and stability. • Track post-launch performance and support continuous improvement initiatives. Digital Customer Engagement
• Support execution of customer engagement initiatives across digital channels (SMS, in-app, email, etc.). • Assist in creating lifecycle-based communication journeys (onboarding, activation, cross-sell, retention). • Support segmentation and engagement logic. • Ensure all communications adhere to internal policies, regulatory guidelines, and Bank policies. • Monitor engagement campaign results and suggest optimization opportunities. Customer Experience & Journey Optimization
• Support analysis of customer behavior, feedback, and service insights. • Identify journey gaps or friction points and contribute to improvement recommendations. • Assist in managing customer feedback loops from digital channels and service teams. Reporting & Insights
• Assist in preparing regular reports and dashboards on product usage and engagement. • Track performance KPIs such as adoption, activation, and engagement trends. • Support data-driven decision-making through insights and summaries for • Collaborating and engaging with key stakeholders - Products, Customer Experience, Fulfillment, Operations, Technology, MIS, Compliance, Legal and Marketing • Ensure products, programs, services, operations, activities, backend & tracking are ready Ensure full compliance with all relevant stakeholders and related policies and procedures