Senior Manager Digital Product Marketing

Role & responsibilities

• Own the end-to-end digital consumer experience across all customer-facing digital assets including the Dr Lal PathLabs Mobile App, Website, WhatsApp, Patient Portal and future digital channels.
• Incumbent will be the Business Product Owner translating customer needs into digital products while working closely with cross function for increasing digital adoption, improving customer experience, driving self-service, and maximizing business outcomes through seamless digital journeys

Digital Consumer Journey Ownership:

• Design and continuously improve the end-to-end patient journey across all digital touchpoints.
• Identify drop-offs and redesign journeys to improve conversion and customer satisfaction.
• Will be responsible for Product vision, Feature prioritization, Business requirement documentation, User stories, Sprint prioritization and Product adoption

Increase Digital Adoption :

• Drive higher adoption of digital channels through First-time digital registrations, App downloads, Website usage, WhatsApp transactions, Digital report downloads, Digital payment adoption, Online booking penetration, Repeat digital bookings
• Work with Marketing and CRM teams to increase activation and engagement across customer cohorts.

Customer Experience & UX:

• Champion a consumer-first mindset by Conducting customer research, Journey mapping, Usability testing, Heatmap analysis, Session recordings, Customer interviews
• Partner with UI/UX designers to simplify digital experiences.

Data & Analytics:

• Use analytics to identify friction points and launch experiments to optimize Conversion Funnel
• Track and improve App installs, Digital booking %, Conversion rates, digital NPS, App ratings, digital revenue and feature adoption
• Identify opportunities to leverage AI across digital channels

Stakeholder Leadership & Influence:

• Influence without authority across Technology, CX, Loyalty, Finance, Commercial, Operations, Marketing, Procurement, Legal and external partners.
  

Preferred candidate profile

• Experience: 10-12 Yrs
• Qualification Background: B Tech along with MBA from a premier business school
• Prior Experience/Background: 5+ years in Product Management, 2+ years leading products, proven ownership of large-scale consumer platforms and experience driving measurable commercial outcomes.
• Preferred Industry: Travel, Banking, BFSI, Airline, Retail, Hospitality, E-commerce, Consumer Internet, Fintech, HealthTech.

• Customer-centric mindset with strong business acumen
• Commercial orientation
• Result Orientation and execution excellence
• Data backed decision making ability