Product Lead - Customer Experience

Responsibilities:

• Customer understanding. Spend time with contractors at sites and stores. Watch how they build material lists, search, compare, order, and resolve problems. Turn field observations, support feedback, and funnel data into clear priorities.
• Discovery and selection. Make discovery, search, and product selection work for long material lists, familiar trade terms, variants, and units. Design visual, low-typing journeys with clear specifications, quantities, and prices for varied digital comfort. Use contractor research to decide where regional languages or voices improve the experience.
• Availability and delivery promises. Ensure the app reflects serviceable stock, correct Express eligibility, and realistic delivery slots. Work with store and last-mile teams to validate the underlying rules, order release, and execution against the promise shown to customers.
• Cart, offers, and payment. Make pricing, delivery charges, eligible discounts, cashback, and rewards easy to understand. Apply eligible offers automatically where appropriate and remove friction from login, cart, checkout, and payment recovery.
• After the order. Give customers clear order status, useful tracking, and a simple way to handle delays, missing items, cancellations, and refunds. Make reordering reliable with current price, stock, and delivery checks.
• Measurement and experiments. Own the journey's event tracking, funnel definitions, and dashboards. Diagnose drop-offs, test improvements, and measure their effect on fulfilled orders and repeat purchases, with margin and service-quality guardrails.
• Delivery of the roadmap. Keep one prioritized customer-experience backlog. Write clear requirements and acceptance criteria, resolve cross-functional dependencies, test real ordering scenarios, and verify performance after release. Own relevant web and WhatsApp handoffs so customers can continue their journey.

What You'll Be Measured On:

• More contractors completing their first order and returning to place subsequent orders.
• Better search-to-cart and checkout conversion, with fewer failed payments and abandoned orders.
• Fewer wrong-item or quantity mistakes, stock mismatches, misleading delivery promises, and avoidable support contacts.
• A reliable view of the funnel and a steady pace of shipped, measured improvements. Targets will be agreed upon from a verified baseline.

Requirements:

• Hands-on product experience in quick commerce, or a proven track record of designing customer experiences for India 2/India 3 consumers. You can show what you personally shipped and how it improved conversion, repeat usage, or reliability.
• Strong product and UX judgement; you can simplify complex catalogues, specifications, pricing, and fulfilment choices.
• Data-native. Comfortable with event-level data, funnel and cohort analysis, and experiments; you challenge incomplete or misleading metrics.
• Hands-on with designers and engineers, from customer problem and prioritization through QA, launch, and post-release learning.
• Willing to spend time with contractors and operating teams, make decisions with imperfect information, and follow problems through to resolution.