Head - Process Engineering and Customer Journey

Lead the banks process re-engineering and customer journey transformation initiatives to deliver frictionless, efficient, and delightful banking experiences. Drive operational excellence, digitization, and customer-centricity across all touchpoints.

Key Responsibilities

Process Engineering

• Design and implement end-to-end process improvements across Retail, SME, Corporate, and Digital Banking.
• Apply Lean Six Sigma, Agile, and Design Thinking methodologies to eliminate inefficiencies and reduce turnaround times.
• Collaborate with IT, Operations, and Business Units to automate workflows and integrate digital solutions.

Customer Journey Mapping

• Lead customer journey diagnostics across onboarding, servicing, complaints, and closure processes.
• Identify pain points and moments of truth using VOC (Voice of Customer), NPS, and analytics.
• Co-create journey blueprints with cross-functional teams to enhance experience and retention.

Strategic Transformation

• Champion a culture of continuous improvement and customer obsession.
• Develop KPIs to measure impact of process and journey interventions.
• Present transformation roadmaps and progress to senior leadership and board committees.