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Company-: Protean eGov Technologies Limited [Formerly Known as NSDL]
Position :- HEAD OF CUSTOMER EXPERIENCE
Location:- Mumbai
Job Description-:
The Role: HEAD OF CUSTOMER EXPERIENCE
The Head of Customer Experience, will report into Chief Digital Officer, would require a strong goal-orientation (vs. a task-orientation) and an anchoring on the client experience to navigate the decisions needed to build great products. You will lead a team of Product Designers focused on delivering best user-centric experiences. While collaborating with key engineering and business partners, you will define and drive exceptional user-experience design deliverables across products and initiatives. This role focuses on tactically providing the best user experience along with leading talents.
What would you do here?
- Translate business requirements and complex design problems into intuitive and impactful solutions
- Conduct behavioural and secondary research to understand customer pain-points, define problem statements, create customer personas, experience themes, and journeys
- Partner with product owners and conduct workshops co-create product vision, success criteria’s, and roadmap
- Ideate multiple concepts and translate concepts into user flows, wireframes, mock-ups and prototypes that lead to intuitive user experiences
- Articulate the strategy behind design decisions and participate in regular peer-reviews
- Create and maintain design system with reusable UX components, front-end libraries, and mock-ups optimized for a wide range of devices and interfaces
- Implement a “lean” approach to product development where you and the team strive for early validated learnings by conducting quick usability testing that leads to shorter cycle times for delivering customer value
- Inspire, motivate, and lead the UX team to create elegant solutions that are coveted by end-users
- Evangelize user experience methodologies and best practices
- Ability to speak to technical constraints, experimentation, product, brand, business and strategy connecting across disciplines to cultivate collaboration between teams
What are we looking for?
- Degree in a related discipline with 5+ years’ experience in product/UI design solutions based in completely digital environments & 2+ years of experience managing product designers
- A solid grasp of user-centric design (UCD), human computer interaction, planning and conducting user research, user testing, A/B testing, rapid prototyping, heuristic analysis, usability and accessibility concerns
- Ability to work with a geographically distributed team by clearly and effectively communicating design processes, ideas, and solutions to teams and clients
- Strong visual design, brand, and user experience instincts; ability to iterate designs and solutions efficiently and intelligently
- Understanding of front end development to be able to communicate with technology.
- Experience designing with accessibility in mind
- Experience leading and directing cross-functional and multi-geographic teams
About Company:-
About Protean eGov Technologies Limited (formerly NSDL e-Governance Infrastructure Limited) https://www.proteantech.in/contact-us.html, [Please ensure to go through the website in detail]
Protean eGov Technologies Ltd., is one of the key IT enabled service providers engaged in conceptualizing, developing and executing nationally critical and population scale greenfield technology solutions.
The company has extensively collaborated with the government over the last 25 years in creating digital public infrastructure and developing innovative citizen centric e-governance solutions.
The company’s core strength lies in not just enabling technology, but also providing the necessary interventions for ecosystem creation and adoption of new technologies and business models.
In these two-and-a-half decades, the company has created strong e-governance interventions impacting multiple sectors of the Indian economy and touching various aspects of a citizen’s life – modernizing
the direct tax infrastructure, providing a tax identity to citizens and corporates (issuance of PAN card), strengthening the old-age social security infrastructure
(National Pension System NPS & Atal Pension Yojna APY), promoting financial inclusion by contributing to the India Stack by enrolling citizens for National Identity and enabling the BFSI sector by
providing Aadhaar-based identity authentication and e-Sign services. Over these years, the company has implemented and managed 18 projects spread across seven ministries and autonomous bodies,
ushering positive change in delivery of public services.
To create a truly inclusive service delivery mechanism Protean has established a pan India network of centres to provide assisted services to the digitally excluded. This Phygital model created by
Protean promotes and enables universal access and financial inclusion in the country without bias.
‘India’s Best Company of the Year 2021’ in India’s Best IT Enabled e-Governance Service Company Category by Berkshire Media LLC, USA.
‘Best IT Company In Western Region’ at Business Leaders’ Summit & Awards 2021 by Worldwide Achievers Pvt Ltd.
Golden Peacock Award for Innovation Management – 2018
CMMI SVC Version 1.3 – Level 5 for Central Recordkeeping Agency (CRA) – Subscriber Services and CRA Systems infrastructure.
Conferred with an award at ET e@G Summit 2014 for Remarkable Contribution to e-Governance Sector” by ET Edge, An Economic Times Initiative.
ISO/IEC 22301:2012 certification awarded for functions of Central Recordkeeping Agency (CRA) – CRA Settlement.
ISO 9001 – 2015 certificate awarded for functions of Provision of Tax Information Network & PAN related services for Income Tax Department and EASIEST for Department of Customs and Central Excise, Government of India.
ISO/IEC 27001:2013 certification for Information Security Management System awarded for TIN & PAN, CRA, Aadhaar Authentication & e-KYC and NSDLgst functions.
ISO 20000-1:2011 certification awarded for processes based on ITIL framework to manage, maintain and improve service management for CRA infrastructure.
Conferred with the SKOCH Digital Inclusion Award 2011 for Technology in Financial Inclusion for NPS Lite System.
Awarded CMMI Level 3 Certification for CRA functions.
Awarded Tier IV Certification for Data Centres.
India’s Best Company of the Year 2021’ in India’s Best IT Enabled e-Governance Service Company Category by Berkshire Media LLC, USA.
Best IT Company In Western Region’ at Business Leaders’ Summit & Awards 2021 by Worldwide Achievers Pvt Ltd.
Kalpana Jha
Branch Business Consulting Partner
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