Senior Product Manager-Credit Cards

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.

• Experience standards and governance (app, web, RM, service)
• Lifecycle comms (CLCM), journeys, UAT and go-live approvals
• Onboarding orchestration and RM enablement
• Premium servicing constructs and CX Ops (concierge/priority desk, empowerments)
• Complaint RCA, escalations, service recovery programs
• Website/app content for CX journeys

Primary Responsibilities

• Ensure experience consistency across channels
• Build superior service mechanisms for affluent customers
• Govern experience-related changes during CVP updates or transitions
• Affluent 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.

• 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.

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

• Monitor complaint, SR, escalation data; implement preventive solutions
• Escalation management and structured reach-outs
• Channel 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.

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

Secondary Responsibilities

• Customer empathy & problem resolution
• Stakeholder management
• Structured RCA & continuous improvement
• Luxury/lifestyle communications sensibility; UX writing and brand tone governance.
• Complaint RCA frameworks and service recovery design; premium desk SLA management.

• CX Scores & first-contact resolution
• Onboarding activation 30/60/90
• Engagement with lifecycle comms/journeys
• Complaint recurrence reduction and TAT
• Premium desk SLA

• 7–10 years in Affluent CX/journey/CRM
• Exposure to affluent servicing operations or premium desk
• Affluent Marcomms

Education

Graduates and Above