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09/02 Ritika Khanna
Deputy Manager at Impeccable HR Consulting

Views:822 Applications:257 Rec. Actions:Recruiter Actions:3

VP - Customer Journey - Digital Transformation - Bank (15-25 yrs)

Mumbai Job Code: 890203

We are hiring for leading Bank

Key Roles and Responsibilities:

- Lead the mapping, implementation and roll out for customer journeys across the bank

- 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 a 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

Skills needed/Competencies :

- Proven experience in managing delivery and P&L of enterprise-level projects

- Implementation of Design Thinking methodology for digital transformation projects

- Deep experience in digitization of physical journeys

- Experience of leveraging enablers such as Intelligent Automation, Fintech integrations to deliver optimized process

- Knowledge of competition and current trends in financial industry

- Banking product and process knowledge

- Deeply familiar with agile ways of working, ideally with a Scrum Master certification

- Strong communication and cross-functional team management skills


- 15+ years in banking and driving customer journey led digital transformation projects

- Should have managed a team of agile experts and have experience in implementing projects at scale in Banking

- Should have worked in a compliance-driven atmosphere & aware of regulatory guidelines

- Conversant with best market practices/ assessment approach

Women-friendly workplace:

Maternity and Paternity Benefits

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