Senior Specialist - Customer Experience Transformation - BFS/BPO

Senior Specialist - Customer Experience Transformation

Looking for the role of Customer Experience Digital Transformation role with an experience of handling end to end project management and process re-engineering for one of the tech driven bank in Mumbai location

This role entails developing an engaging digital customer journey to provide best in-class experience. Developing a process management/improvement framework including governance and methodology

Key / Primary Responsibilities:

- Design & Deliver a robust digital roadmap to provide world class, intuitive digital experience with minimal manual intervention.

- Manage large-scale digital transformational change initiatives, that delivers tangible business outcomes.

- Manage digital journey's transformation for CX as a product owner to create a distinct customer value proposition for new and existing bank customers Undertake Process reviews and lead CX gap/ opportunity identification.

- Projects Design, BRDs and Implementation as per set target date.

- Prioritization of the pipeline projects and project solutioning (solution design)

- Collaborate with various stakeholders like Technology and Business to drive digital transformation agenda.

- Manager Customer experience digital transformation delivery including program/project

- Identify gaps in process implementation and recommend solutions to ensure a seamless customer experience.

- Prioritize business process requirements using six sigma/lean/reengineering principles