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Head of Product & Customer Experience Department

FE Credit
Updated: 22/05/2019

Employment Information


  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

  • Establish conversion benchmarks on product, source and partner level for D2С channel
  • Establish P&L targets for D2C channel in coordination with Product, Risk and Finance teams
  • Ensure fulfillment of P&L, sales and product performance targets through continuous monitoring and corrective actions. Directly manages customer journey in D2C channel, with a goal to optimize all performance aspects stated above
  • Propose, design and manage implementation of various tests to optimize or improve customer journey and maximize production of channel
  • Design adjustments to existing or suggestions on new customer value proposition, and coordinate cooperation with Product Owners, Sales and Marketing to ensure delivery of proposed concepts
  • Assume full responsibility of monitoring and coordination of corrective actions for operational processes related to support of customer journey – drop off management, customer support, underwriting, collections, disbursement and repayment processes
  • Design, propose and monitor implementation of adjustments to supportive operational processes, in cooperation with Operations, Risk and Sales teams
  • Design, and coordinate fulfillment of product development roadmap. On the weekly basis consolidate and provide to the upper management product status report
  • Assume other responsibilities, as per decision of upper management

Job Requirement

  • Bachelors or Master Degree in Economics, Applied Mathematics, Computer Science or Finance
  • 7+ Years of experience with 3+ years of experience managing teams and direct reports in Product or Customer Experience
  • Retail ecommerce experience or digital marketing experience required
  • Strong analytical, problem-solving and project management skills
  • Ability to make decisions that consider the high priority trade-offs between performance, project timelines, usability, short-term, and long-term impact
  • Able to strategically interpret data and metrics and develop actionable recommendations
  • Solid technical background with understanding and/or hands-on experience in management of customer on-boarding platforms
  • Superior relationship building with cross-functional teams to deliver results through excellent partnership (both internal and external) and negotiating skills
  • Excellent presentation and communication skills at all levels of the organization
  • Able to work in a matrix organization and partner successfully with teams across the organization

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

FE Credit size: 10.000 - 15.000
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an...Detail

Head of Product & Customer Experience Department

FE Credit

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