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, perks 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

📌 AVP - Journey Mapping & Excellence (Delhi)
🏢 Credence HR Services
📍 Delhi