Senior Product Manager-Credit Cards

IDFC FIRST Bank · Mumbai

  • Experience7–10 yrs
  • SalaryNot disclosed
  • Work modeonsite
  • Levelexecutive
  • Posted17 Sept 2026
Apply for this job

About IDFC FIRST Bank

IDFC FIRST Bank is hiring in Mumbai in financial services. This role looks for around 7+ years of experience.

Skills

  • customer experience strategy
  • lifecycle communications
  • customer journey mapping
  • user acceptance testing
  • complaint root-cause analysis
  • service recovery design
  • UX writing
  • relationship manager enablement
  • customer relationship management
  • stakeholder management

The role

A product manager at a consumer banking company designs affluent customer journeys and premium servicing experiences through customer experience strategy, lifecycle communications, and complaint root-cause analysis, while governing onboarding, relationship-manager enablement, and digital content. The role also applies UX writing and service recovery design to improve retention and service quality.

Full job description

Job Requirements

Job Description

Job Purpose

Senior Manager – Affluent Customer Experience & Design

Design and steward premium experiences and lifecycle communications; orchestrate onboarding & RM enablement; own complaint RCA and premium servicing constructs (CX Ops) to lift CX Score and retention.

Job Purpose

Experience standards and governance (app, web, RM, service)Lifecycle comms (CLCM), journeys, UAT and go-live approvalsOnboarding orchestration and RM enablementPremium servicing constructs and CX Ops (concierge/priority desk, empowerments)Complaint RCA, escalations, service recovery programsWebsite/app content for CX journeys

Primary Responsibilities

CX Strategy & Standards

Ensure experience consistency across channelsBuild superior service mechanisms for affluent customersGovern experience-related changes during CVP updates or transitionsAffluent Communications Craft Lead: set luxury tone‑of‑voice guidelines; pre‑send creative QA; copy standards across SMS, email, WhatsApp, in‑app, RM scripts.Mystery shopping and competitive journey benchmarking for premium experiences.

Journeys & Communications

Build and execute CLCM Build customer journeys, conduct UAT, provide go-live approvals Develop and manage lounge/golf/CFAR activation/deactivation communications Coordinate launch communication and creatives Accessibility & inclusive design checklist for affluent journeys (readability, alt text, colour contrast) without compromising luxury tone.

Onboarding & RM Enablement

Design and enhance onboarding journeys (By invitation only cards) Enable and engage relationship managers RM notifications for collections, declines, misuse.

Complaints & Escalations

Monitor complaint, SR, escalation data; implement preventive solutions Escalation management and structured reach-outsChannel governance & compliance: WhatsApp template approvals and opt‑in audits.Incident & partner‑service disruption playbooks (e.g., lounge outages) with proactive outreach and make‑good rules.

Website/App Content

Create and manage website content for premium productsCX quality bar for website/app content (readability, scannability, multilingual coverage) and periodic UX writing reviews.

Secondary Responsibilities

Capabilities & Competencies

Customer empathy & problem resolutionStakeholder managementStructured RCA & continuous improvementLuxury/lifestyle communications sensibility; UX writing and brand tone governance.Complaint RCA frameworks and service recovery design; premium desk SLA management.

Key Deliverables & KPIs

CX Scores & first-contact resolutionOnboarding activation 30/60/90Engagement with lifecycle comms/journeysComplaint recurrence reduction and TATPremium desk SLA

Experience & Qualifications

7–10 years in Affluent CX/journey/CRMExposure to affluent servicing operations or premium deskAffluent Marcomms

Education

Graduates and Above