Lead – Customer Centricity Unit/Senior Lead – Customer Centricity Unit Full Time

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

•  Own end-to-end discoverability outcomes for Secured Loans business vertical, ensuring relevant products are easily discoverable across digital channels.
•  Analyze customer discovery behavior to identify gaps, friction points, and intent mismatches in early journey stages.
•  Collaborate with Business, Web and SEO teams to review keyword strategies, entry points, and product–keyword alignment.
•  Maintain dashboards and MIS to monitor discoverability performance and surface actionable insights

B- Additional Accountabilities Pertaining To The Role

•  Identify and quantify missed discoverability opportunities for under-exposed or emerging products.
•  Support teams by highlighting discovery-led growth levers and prioritization opportunities.
•  Contribute to standardization of discoverability principles and best practices across products and channels.

Key Decisions / Dimensions

•  Decide key discoverability focus areas (quantity vs quality) for the assigned vertical.
•  Identify when discovery issues require escalation or cross-functional intervention.
•  Define success metrics and thresholds for evaluating discoverability effectiveness.

Major Challenges

•  Influencing SEO, Web, and execution teams without direct ownership, through data-backed recommendations.
•  Improving traffic quality while managing high-volume discovery inflows
•  Addressing ambiguity in customer intent during early discovery stages.

Required Qualifications And Experience

•  Qualifications
•  Post Graduate qualification in Management, Business, Analytics, or a related discipline.
•  Graduates with strong, relevant experience in digital growth, analytics, or platform roles.
•  Certifications or formal training or experience in Digital Analytics / Google Analytics (GA4 preferred) will be a strong advantage
•  Work Experience
•  8–10 years of relevant experience in digital platforms, growth, analytics, product strategy, or portfolio management roles within large consumer-facing organizations.
•  Prior experience in Financial Services, NBFCs, BFSI, or large digital ecosystems is strongly preferred.
•  Proven experience working with Web, SEO, App, Marketing, and Product teams to influence outcomes without direct execution ownership.
•  Hands-on exposure to Google Analytics, digital funnel analysis, traffic diagnostics, and performance dashboards is mandatory.
•  Demonstrated ability to operate in new or transformation-led units, setting up structures, metrics, and governance from scratch.
•  Understanding of how the Secured Loans ecosystem works at BFL & overall will be a strong advantage. (FD, MF, Stock/Equity Trading etc)
•  Note added advantage if knowledgeable of Google search console, SEM rush, Paid Marketing, Analyzing competitors and who understand SEO content & Writing.
•  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.