Customer Journey Leader – Financial Firm (14-15 yrs)

Hiring for a top Financial Organisation in Customer experience/Customer Journey

Base: Mumbai

Designation/Grade: DVP/VP- Customer Journey Leader

Experience required: 14-15 yrs in banking & financial org.

Skills & Competencies required:

– Must have handled large scale roll outs and must have handled end to end customer journey mapping

– Driving customer journey led digital transformation projects

– Scrum Master certification

– Implementation of Design Thinking methodology for digital transformation projects

– Experience in digitization of physical journeys

– Experience in implementing projects at scale in Banking

Job Responsibilities:

– Lead the mapping, implementation and roll out for customer journeys across the org.

– Work with relevant teams to jointly develop and own business and operational metrics for the selected customer journeys

– Run design thinking sessions, review current customer journeys and re-define them to be industry leading – Best In Class- journeys

– Outline the required portfolio of initiatives to achieve Best in Class customer journeys

– Coordinate with cross functional teams to ensure effective implementation and roll out of initiatives

– Manage team of agile experts and run daily scrum calls to track and deliver the initiatives

– Monitor progress for all the initiatives and anchor daily/ weekly cadence with working team and reviews with leadership and providing regular updates to senior management