Project Lead (CX Design Lab )

Project Lead :- CX Design Lab

Responsibilities :-

Strategy and Planning Strategy & Execution:

Define the roadmap and KPIs for customer experience transformation initiatives.

Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.

Leadership & Collaboration:

Lead a cross-functional team of designers, analysts, and technologists.

Partner with business units, operations, and technology teams to ensure seamless execution and change management. Cost Optimization targets

Improvement in Operational efficiency metrics like TAT, FTR

Digital Capability Enhancements

Improved efficiency and productivity

Complaints reduction

Policies, Processes & Procedures Customer Journey Reengineering:

Lead the redesign of end-to-end customer journeys across channels to enhance experience, reduce friction, and improve efficiency.

This will be done though a well-defined and structured project management framework (Agile, Six Sigma/Lean methodologies).

Use data-driven insights and AI models to identify pain points and opportunities for transformation

Innovation & Design Thinking:

Establish and lead a design lab environment that fosters experimentation, rapid prototyping, and user-centric design.

Champion design thinking methodologies to co-create solutions with internal stakeholders and customers.

Technology & Automation:

Drive the adoption of AI, machine learning, RPA, and intelligent automation to streamline processes and personalize experiences.

Collaborate with IT, data science, and product teams to implement scalable digital solutions.

Required Functional Skills :-

• Customer Behavior Analysis
• Journey Mapping
• Rapid Prototyping
• User-Centric Design
• Stakeholder Management
• Cross-Functional Leadership
• Strategic Planning
• Cost Optimization

Technology & Tools

• AI / Artificial Intelligence, Machine Learning (ML), RPA (Robotic Process Automation), UiPath / Blue Prism, Data Analytics, Automation Tools, Digitalization, Intelligent Automation

Required Experience :-

• 10 to 15 years experience
• Digital Transformation Programs
• Customer-Centric Environment
• Techno-Functional Background