Unit Manager - Customer Centricity Unit

Job Purpose Drive customer-in discoverability outcomes for Secured Lending products by ensuring relevant Bajaj Finance offerings are easily found across digital channels.
Obtain customer feedback, or use data analysis to slice data to understand customer satisfaction from discovery to intent.
Check customer bounces to underdtand what it will take to reduce the drop offs.
• Improve the efficiency and quality of discovery traffic by identifying gaps, mismatches, and missed opportunities in early customer journeys.
Be able to read the traffic data from origination to fulfilment and customer behaviour in between.
• Work closely with Business, Web and SEO teams to strengthen keyword strategy, entry-point effectiveness, and product–intent alignment.
• Act as a hands-on discovery specialist, translating insights into clear recommendations and priorities for execution teams.
Also understand from customer perspective on AI implementation, multi-modal pages, impact & effectiveness on customer experience, while moving from SEO  Intent SEO i.
e. • Understand how the AI engines ranking for BFL pages is performing, question if BFL is ranking well in the new frame • Understand behaviour of the customers while using AI intent, quantity v/s quality • 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 – by buckets/URL’s • Intent match vs bounce/drop-offs – why customer’s bounce, what they are expecting, are they getting what they searched for?
• Redundant or low-quality keywords and pages impacting experience – Rellok at the keywords improve/refine or drop basis experience • Intent mismatches / Confusion points & Friction – understand friction in discovery, complaints, places fo improvement, including A/B testing for improvement in satisfaction.
Duties and Responsibilities A.
Core Accountabilities - 1.
 Own discoverability performance for assigned products / journeys within the Secured Lending vertical.
2. Analyze customer discovery behaviour across web and app to identify: o Intent mismatches (SEO & AIO) o High bounce or drop-off points o Poor-quality or irrelevant discovery traffic 3.
 Partner with Web SEO teams to: o Review keyword performance and gaps o Evaluate product–keyword alignment o Assess landing page and entry-point effectiveness 4.
 Maintain discoverability dashboards and MIS, tracking key metrics such as: o Traffic relevance o CTR, bounce rates, and early-stage drop-offs o Conversion assist from discovery traffic 5.
 Ensure discoverability hygiene by flagging: o Redundant or low-quality keywords or new incorporation of keywords o Misleading pages or content o Confusing discovery paths B.
Additional / Value-Add Accountabilities 1.
 Identify and size missed discoverability opportunities for under-exposed or emerging products.
2. Support the Unit by: o Providing deep-dive analyses o Preparing opportunity narratives for stakeholders o Highlighting discovery-led growth levers 3.
 Contribute to standardisation of discoverability principles, frameworks, and best practices within CCU.
4. Assist in cross-channel discovery alignment, ensuring consistency across SEO, web journeys, and app experiences.
Key Decisions / Dimensions Identify priority discoverability gaps within assigned scope.
Recommend focus areas where quality improvement outweighs traffic scale.
Decide when discovery issues need escalation or cross-functional intervention.
Propose KPIs and thresholds to evaluate discoverability effectiveness.
Major Challenges 1.
 Influencing SEO, Web, and Product teams without direct execution ownership.
2. Balancing traffic volume vs traffic quality in discovery-led growth.
3. Interpreting ambiguous or mixed customer intent at early journey stages.
4. Translating complex data into simple, actionable recommendations.
Required Qualifications and Experience a) Qualifications 1.
 Post Graduate qualification in Management, Business, Analytics, or a related discipline.
2. Graduates with strong, relevant experience in digital growth, analytics, or platform roles.
3. Certifications or formal training or experience in Digital Analytics / Google Analytics (GA4 preferred) will be a strong advantage b) Work Experience • 3–5 years of relevant experience in digital growth, SEO, analytics, product, or platform roles.
• Hands-on experience working with Web SEO teams on keyword analysis, landing pages, and traffic diagnostics.
• Strong exposure to: • Google Analytics (GA4) • Google Search Console • SEO tools (e.
g., SEMrush, Ahrefs, Screaming Frog or equivalents) • Ability to analyse funnels, entry points, bounce/drop-offs, and early-stage journeys.
Prior experience into Secured lending is required in this role.
• Experience in BFSI / NBFC / large consumer digital platforms is preferred.
• Understanding of SEO content principles, keyword intent, and basic competitive analysis is a strong advantage.
c) Behavioral Traits (Critical for This Role) Strong customer-first mindset with “intent before traffic” thinking.
Comfortable working in ambiguity and evolving structures.
Data-led, structured, and confident in stakeholder discussions.
Hands-on, detail-oriented, and outcome-focused.
Collaborative, diplomatic, and capable of influencing without authority.