Head - Customer Digital Innovation & Transformation - BFS

Job Description :

- Developing transformation strategy for the Customer journey in collaboration with the Heads of Functions, their Product Owners (which will be the operational leaders) and IT / technology.

- Building deep expertise in end-to-end Customer process transformation combining process re-engineering & optimisation, technology (functional design) and transformation execution

- Update, improve and maintain the e2e Customer journey process design,

- Drive simplification and standardisation in close collaboration with the product owners regardless of where the work is performed.

- Improve effectiveness and efficiencies by leveraging the Automation CoE capabilities

- Manage the Customer process design governance to ensure adherence to policy, standards and controls across the end-to-end processes, thus owning process change governance end-to-end.

- Deliver and manage global Customer solution design, e.g. Customer platform template - Salesforce, Order-to-cash systems (Cash & Banking and Credit Management solutions) and associated system estate and collaborate with the digital centre of excellence for Automation and process mining to deliver integrated solutions.

- Develop the transformation roadmaps for the Customer function and delivery execution, project & change management (global strategic platforms implementations and digital change projects/programmes in all the regional centres)