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, advantages 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