Deputy General Manager-New Technology Development-TMPV

This position is responsible to establish and drive sustainable, agile and global technology customer experience framework to perpetually introduce new customer experiences in alignment to the evolution of competition, market and customer.

Owns the CX Framework of Tata Motors, advocates and supports adoption of the CX Framework and keep it up to date based on feedback

Mentors the team members executing Design Sprints on Design Thinking practices and guide them through the activities laid down in the CX Framework

Job Responsibility

Insighting

• Gather and analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
• Conduct surveys, interviews, and focus groups to collect customer insights.
• Conduct user research to identify customer needs, pain points, and behaviours
• Develop and maintain customer journey maps, personas, and other CX documentation.
• Understand global market and technology trends.

CX Benchmarking And Practices

• Stay current with industry trends and best practices in customer experience and data analysis,
• Stay up to date with industry trends and best practices in CX design

User Experience Development And Planning

• Collaborate with cross-functional teams to implement customer-centric strategies and solutions.
• Design and optimize customer journeys across all touchpoints to enhance user satisfaction and engagement.
• Create detailed reports and presentations to communicate findings and recommendations to stakeholders

CX Evaluations

• Monitor and evaluate the effectiveness of CX initiatives and make data-driven adjustments as needed.

User Interfaces, Interaction Design And Appraisal

• Develop wireframes, phygital prototypes, and user flows to communicate design ideas effectively.

UX Delivery And Feedback

• Collaborate with cross-functional teams, including product managers, developers, and marketers, to ensure seamless customer experience.
• Manage and maintain design documentation, including personas, scenarios, and journey maps.
• Analyse customer feedback and data to continuously improve the customer experience.

Technology Start Center Budget Management

• Technology start center portfolio projections,
• Adhere to approved budgetary provisions for technology start center, infrastructural needs both locally and globally

Desired candidate profile

• BE or ME with 12 to 15 years of Prior experience as a CX Designer, UX Designer, or similar role.
• Demonstrated experience of user research and experience lifecycle management, ICE and/or EV product development and functional deliveries
• Experience in or exposure to AI and GenAI and their programming is a plus.
• Experience with usability testing and user research methods is a plus.
• Experience with customer feedback platforms and CRM systems
• Experience in Managing Process Framework, Process Mentoring, Feedback Collection and Process Improvement
• Knowledge of statistical analysis and research methodologies.
• Certification in CX or related fields is a plus.
• Industrial design for cross industry and preferably automotive
• Design thinking practices and reviewing for cross industry and preferably automotive
• Customer and trends research and synthesis
• Creativity
• User experience development
• User interfaces and interaction design with tools such as Adobe Creative Suite
• Project and delivery management
• Communication skills and pitching in mgmt.forums
• Influencing without authority
• Collaboration – Ability to build strong working relationship, internally and externally.
• Team management
• Facilitate hiring and selection of candidates