Digital Customer Experience Lead - Product & Delivery (WealthTech)

One of our leading Financial Services clients is looking for a Digital CX (Customer Experience) leader to own the customer experience across our web and mobile platforms. This role is at the intersection of product, technology, and delivery — ensuring our digital channels (Next.js/NestJS web, iOS/Android/iPadOS apps) deliver seamless, secure, and high-performing customer journeys. As Digital CX Lead – Product & Delivery, you will: Translate business and product vision into sprint-ready deliverables, Govern releases across mobile and web, Ensure integration readiness with backend APIs, And champion customer experience across the entire digital lifecycle. Key ResponsibilitiesProduct & Delivery Ownership Define and own the roadmap for digital CX across web and mobile platforms. Translate product requirements into backlog items and sprint deliverables. Drive sprint planning, backlog grooming, UAT, and production releases. Ensure feature parity and phased rollouts across iOS, Android, iPadOS, and web. Tech Readiness & System Integration Validate technical feasibility and break down requirements for engineering teams. Work with developers on API contracts, secure integrations, and performance optimisation. Oversee CI/CD, app store submissions, and release checklists for mobile/web. Ensure accessibility, SEO, SSR readiness, and PWA optimisation. Customer Journey & Experience Optimisation Collaborate with design and platform leads to ensure OS-native UI/UX (iOS HIG, Material Design). Embed analytics, crash reporting, funnels, and in-app communication tools (Mixpanel, Firebase, WebEngage). Partner with MarTech to design push campaigns, personalisation, and customer journey tracking. Stakeholder & Release Management Act as the single point of contact for Product, Engineering, QA, and Design teams on CX delivery. Coordinate regression testing, cross-browser/device testing, and QA cycles. Establish release playbooks, rollback strategies, and incident management protocols. Track KPIs such as app ratings, funnel performance, crash rates, and adoption metrics. Required Skills & CompetenciesMust-Have 7–10 years in digital product/app delivery (web + mobile). Strong grasp of web (React/Next.js) and native mobile ecosystems. Familiarity with API contracts, backend integrations, and middleware interactions. Hands-on experience with app lifecycle tools (Firebase, Crashlytics, Appsflyer, Fastlane). Proven ability to bridge business requirements and engineering delivery in agile environments. Good to Have Domain experience in FinTech/WealthTech customer journeys (onboarding, transactions, portfolios). Exposure to GenAI in CX (chatbots, personalisation, summarisation). Knowledge of CDPs, analytics platforms, and personalisation engines. Education B.E./B.Tech in Computer Science/Engineering. MBA/PGDM (Product/Tech Management) preferred.

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