Live opening · Posted 3 days ago

AVP - Journey Mapping & Excellence

Credence HR Services · Delhi, India (On-site)

Linkedin No

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At a glance

The key details from the original listing.

Posted 3 days ago

CompanyCredence HR Services

LocationDelhi, India (On-site)

Work modeNo

Source

Listed3 days ago

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About the role

Description supplied by the original job listing.

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

Work arrangement
No

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