AVP - Journey Mapping & Excellence

AVP – Journey Excellence & Optimization

Location: Gurugram / Noida

Experience: 8+ Years

Industry - Banking & Financial Services

Key Responsibilities

• Lead customer journey mapping, process optimisation and Target Operating Model (TOM) design, translating complex operational challenges into scalable and digitally enabled journeys.
• Identify opportunities for capacity creation, process simplification, automation and operational efficiency using data, MI and analytical insights.
• Oversee journey mapping activities and ensure quality, consistency, visualisation and traceability of customer and colleague journeys.
• Drive transformation initiatives using RPA, AI/ML and GenAI, including business case development, benefits tracking and transformation governance.
• Develop data-driven reports, dashboards, presentations and insights and communicate recommendations to senior stakeholders across global and cross-functional teams.
• Lead and guide analysts/teams while partnering with stakeholders to improve customer experience, operational efficiency, risk, controls and overall business performance.

Key Skills

• Customer Journey Mapping & Process Optimisation
• Target Operating Model (TOM)
• Banking / Financial Services Operations
• Data Analytics & Management Information (MI)
• Figma, Blueworks Live & MS PowerPoint