Product Lead - Digital Adoption & Engagement
Job Description
We are partnering with a Telecom company who is seeking a digital leader to drive the strategy, adoption, and performance of its consumer mobile app and AI chatbot platforms.
Key Responsibilities
Own the strategy, roadmap, and performance of the client's consumer app and AI Chatbot
Drive app adoption, digital engagement, and self-service usage to shift customers from stores and call centres to digital channels
Develop and prioritize the digital product roadmap in collaboration with business, product, CX, and technology teams
Enhance customer journeys, personalization, and automation to improve CSAT/NPS and retention
Partner with IT and vendors to deliver features, ensure platform performance, and meet SLAs
Use data and customer insights to monitor KPIs and continuously optimize digital experiences
Lead, coach, and develop a team, while managing resources and vendors
Requirements
Bachelor’s degree in Business, Marketing, or related field
10–12 years of digital experience, with 6+ years in leadership roles
Proven experience driving digital channel adoption, engagement, and self-service platforms
Experience managing a customer-facing mobile app as Product Owner
Exposure to GenAI assistants or AI chatbot solutions
Strong understanding of CX, UX/UI, product, engineering, and Agile delivery
Strong stakeholder management, leadership, and data-driven mindset