Lead - Customer Centricity Unit/Senior Lead - Customer Centricity Unit

Job Purpose • Own customer-in discoverability outcomes for Unsecured lending products, ensuring customers can easily find the right Bajaj Finance offerings based on their intent, context, and needs.
• Drive discoverability efficiency by improving both quantity and quality of discovery traffic entry points.
• Collaborate closely with Business & Web SEO teams to question and refine: • Keyword strategies • Product–keyword alignment • Entry-point effectiveness • Identify missed discoverability opportunities where high-potential products are under-exposed or mis-positioned in digital channels.
Also collaborate from customer perspective on AI implementation, multi-modal pages, impact & effectiveness on customer experience, while moving from SEO ?
Intent SEO i.
e. • How customer behaviour is leading to AI to interpret Search Intent, • Search engine decide what result best solves the user’s problem, not just which page matches the keywords.
• Own discoverability traffic hygiene, including: • Relevance of incoming traffic • Intent match vs bounce/drop-offs • Redundant or low-quality keywords and pages impacting experience • Intent mismatches / Confusion points & Friction • Define clear discoverability requirements and priorities for the vertical, using influencing skills / diplomacy with execution teams to improve visibility and customer understanding.
Duties and Responsibilities A- Minimum required Accountabilities for this role 1.
 Own end-to-end discoverability outcomes for Secured Loans business vertical, ensuring relevant products are easily discoverable across digital channels.
2. Analyze customer discovery behavior to identify gaps, friction points, and intent mismatches in early journey stages.
3. Collaborate with Business, Web and SEO teams to review keyword strategies, entry points, and product–keyword alignment.
4. Maintain dashboards and MIS to monitor discoverability performance and surface actionable insights B- Additional Accountabilities pertaining to the role 1.
 Identify and quantify missed discoverability opportunities for under-exposed or emerging products.
2. Support teams by highlighting discovery-led growth levers and prioritization opportunities.
3. Contribute to standardization of discoverability principles and best practices across products and channels.
Key Decisions / Dimensions 1.
 Decide key discoverability focus areas (quantity vs quality) for the assigned vertical.
2. Identify when discovery issues require escalation or cross-functional intervention.
3. Define success metrics and thresholds for evaluating discoverability effectiveness.
Major Challenges 1.
 Influencing SEO, Web, and execution teams without direct ownership, through data-backed recommendations.
2. Improving traffic quality while managing high-volume discovery inflows 3.
 Addressing ambiguity in customer intent during early discovery stages.
Required Qualifications and Experience a) Qualifications 1.
 Post Graduate qualification in Management, Business, Analytics, or a related discipline.
2. Graduates with strong, relevant experience in digital growth, analytics, or platform roles.
3. Certifications or formal training or experience in Digital Analytics / Google Analytics (GA4 preferred) will be a strong advantage b) Work Experience 1.
 8–10 years of relevant experience in digital platforms, growth, analytics, product strategy, or portfolio management roles within large consumer-facing organizations.
2. Prior experience in Financial Services, NBFCs, BFSI, or large digital ecosystems is strongly preferred.
3. Proven experience working with Web, SEO, App, Marketing, and Product teams to influence outcomes without direct execution ownership.
4. Hands-on exposure to Google Analytics, digital funnel analysis, traffic diagnostics, and performance dashboards is mandatory.
5. Demonstrated ability to operate in new or transformation-led units, setting up structures, metrics, and governance from scratch.
6. Understanding of how the Secured Loans ecosystem works at BFL & overall will be a strong advantage.
(FD, MF, Stock/Equity Trading etc) 7.
 Note added advantage if knowledgeable of Google search console, SEM rush, Paid Marketing, Analyzing competitors and who understand SEO content & Writing.
c) Behavioral Traits (Critical for This Role) • Customer-first, customer-in to company-out thinking.
• Strong bias toward efficiency, quality, and waste reduction, not just scale.
• Confident, composed, and data-led in challenging discussions.
• Self-driven, resilient, and capable of setting direction without precedent.
• Trusted advisor mindset rather than executor mindset.