Product Lead - Digital Adoption & Engagement

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