Customer Journey Lead - BFSI

Role Description

Consumer Experience Journeys lead, a key member of the marketing and consumer experience leadership team, will be responsible to own and drive customer centricity and superior customer experience & journeys within the consumer Banking Business.

Job Brief/ Description:

- Weare looking for Journey leads who can look for ways to solve existing business challenges and customer pain points to create new solutions by applying Human Centered Design (HCD) principles

- The manager will act as a Customer advocate across the entire consumer banking business to ensure that we live up to our promise of making banking joyful for every customer

- The manager needs to create the plan, implement and test the effectiveness across several aspects of the journey

We are looking for a motivated self-starter who thrives on working in a fast paced, high growth, rapidly evolving business and is keen to build a customer centric organization through superior consumer journeys across digital and physical touchpoints

Responsibilities:

- Use research methods and data channels of customer experience to understand issues and implement change

- Identify the key - Jobs to be Done- for the customer and the pain points to define the journey scope and problem statement

- Design customer journey maps and outline the drivers and outcomes

- Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoint

- Review and closely monitor the implementation basis the plan

- Measure the effectiveness through feedback collated through existing surveys

- Conceptualize a journey dashboard by establishing different data sources to track and report journey performance

- Facilitate and lead key business relationship and drive integration across channels, customer service teams, Marketing, Product and other cross functional teams

- Evangelize journey thinking culture across the organization

Requirements:

- 5+ Years of experience in handling Customer Journey projects within the Financial Services domain

- Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization

- Demonstratable experience in managing high performance teams.

- Strong experience working in cross functional teams with an ability to influence key stakeholders with data driven and insightful point of view

- Demonstrable experience in leveraging data both qualitative and quantitative to generate trends/insights/actions and follow them through to execution.

- Preferable with change management experience

- Ability to analyze data & present findings

- Proficient with MS Excel and PowerPoint