Strategy & Execution:

- Define the roadmap and KPIs for AI COE and building Institutional capabilities

- Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.

Leadership & Collaboration:

- Lead a cross-functional team of designers, analysts, and technologists.

- Partner with business units, operations, and technology teams to ensure seamless execution and change management.

- Cost Optimization targets

- Improvement in Operational efficiency metrics like TAT, FTR

- Digital Capability Enhancements

- Improved efficiency and productivity

- Complaints reduction

Customer Journey Reengineering:

- Lead the redesign of end-to-end customer journeys across channels to enhance experience, reduce friction, and improve efficiency

- This will be done though a well-defined and structured project management framework (Agile, Six Sigma/Lean methodologies).

- Use data-driven insights and AI models to identify pain points and opportunities for transformation

Innovation & Design Thinking:

- Establish and lead a design lab environment that fosters experimentation, rapid prototyping, and user-centric design.

- Champion design thinking methodologies to co-create solutions with internal stakeholders and customers.

Technology & Automation:

- Drive the adoption of AI, machine learning, RPA, and intelligent automation to streamline processes and personalize experiences.

- Collaborate with IT, data science, and product teams to implement scalable digital solutions.

Institutional Capability Building:

- Strengthen enterprise wide data and AI maturity across technology, people and culture.

- Drive upskilling programs and AI literacy across business and functional teams

- Deep understanding of customer behavior, digital trends, and emerging technologies.

- Strong analytical, problem-solving, and strategic thinking skills.

- Excellent communication, stakeholder management, and leadership abilities.

- Experience with design thinking, agile methodologies, and innovation frameworks.

Preferred Certifications:

- Certified Six Sigma Black Belt or Lean Six Sigma (for process reengineering)

- Certified Design Thinking Practitioner (e.g., IDEO, IBM, or Stanford d.school)

- AI/ML Certifications (e.g., Google Cloud AI, Microsoft AI Engineer, or Coursera/edX specializations)

- RPA Certifications (e.g., UiPath Advanced RPA Developer, Blue Prism Developer)

- Project Management Certifications (e.g., PMP, PRINCE2 Agile)

- CX Certifications (e.g., CCXP - Certified Customer Experience Professional)

- Should be able to manage the team efficiently from the perspective of meeting delivery time lines

- Should be able to collaborate in a cross functional manner to arrive at optimum solutions

- Should be able to train and guide team members on various project management frameworks

SECTION V: OPERATING NETWORK:

- Key interactions which are essential to execute the role. This will include both internal (excluding sub-ordinates) and external stakeholders.

- BDTS, Product Teams, OR, Compliance, Legal, IAD, Program Teams

- Vendors, partners

SECTION VI: ROLE PROFILE REQUIREMENTS:

Minimum qualification which are essential to execute the role:

- Bachelor's or Master's degree in Engineering, Computer Science, Business, or related field.-

- 10-15 years of experience in digital transformation, customer experience, or process reengineering roles.

- Strong techno-functional background with hands-on exposure to AI/ML, automation tools, and data analytics platforms.

- Proven track record of leading large-scale transformation programs in a customer-centric environment.