Bobby S.
Digital Lead Product Manager @Motability Operations Ltd
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WORK HISTORY
Digital Lead Product Manager @Motability Operations Ltd
Responsible for delivering the business’ digital vision via strategic and continuous enhancements to the digital customer experience whilst maintaining high CSAT scores (over 90%) which is a key KPI.\\\\n• Responsible for delivering a fantastic website experience that addresses customer needs and pain points. The website had to work across the entire marketing funnel from attracting new customers, helping them with choosing the right product to retaining existing customers. Each of the life stages needed its own distinctive digital experience via content and apps.\\\\n• As Product lead implemented a new digital experience platform (DXP – Sitecore)) for delivering seamless, flexible and intelligent experiences on the website that were based on extensive customer research, feedback and heuristics. The new websites and digital experience have completely changed the manner of engagement with prospects and customers and increased usage by 21% and reduced calls into the contact centre.\\\\n• Led the delivery of new vehicle search engines (Car, WAVs and Scooters) that were specifically designed to be aligned to the needs and requirements of people with disabilities. User feedback has been really positive with one commenting how their 84-year old grandfather could now easily use the tool. I am now looking to see how this experience can be extended by personalising the experience, bringing more data and images in to give a 360-degree view of the car.\\\\n• Also led the development of various digital apps like the eligibility checker, dealer locator and customer service sections of the website. These have led to significant increase in digital self-serve and greater customer satisfaction.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
National Institute of Technology Karnataka
Bachelor of Engineering - BE, Chemical Engineering
National Institute of Technology Karnataka
Bachelor's degree, Chemical Engineering
National Institute of Technology Karnataka
Bachelor of Engineering (BEng), Chemical
SPJIMR SP Jain Institute of Management & Research
Master of Business Administration (MBA), Marketing
SKILLS
ABOUT BOBBY S.
I am a marketing technology leader passionate about delivering customer-centric digital…
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