Job Role - Project Management

Experience - 8 to 14 Years

Location - Mumbai & Bangalore

Role Overview

The Digital Experience & Journey Manager is responsible for complete ownership of digital customer journeys, transformation of endtoend user experiences, and delivery of intuitive, businessruledriven digital workflows. The role leads platform strategy, manages multisquad execution, enhances straightthroughprocessing (STP) capabilities in credit and operations, and strengthens the banks digital backbone through scalable workflow design, API-led integration, RPA, OCR, and automation frameworks.
This position ensures high-quality digital delivery, measurable process improvement, and continuous usercentric innovation.

Key Responsibilities

Digital Journey Ownership & Experience Management

- Own the design, enhancement, and performance governance of digital journeys across web and mobile platforms.
- Lead endtoend STP credit and operations journeys, ensuring seamless flow across all customer touchpoints.
- Build business-ruledriven intuitive journeys that improve clarity, reduce drop-offs, and strengthen user engagement.
- Develop and execute the digital platform roadmap across markets, aligning with business priorities, regulatory requirements, and experience KPIs.

Process ReEngineering & Delivery Efficiency

- Redesign delivery processes to compress turnaround time (TAT), achieving demonstrable improvements (e.g., reducing cycles from 15 days to 911.5 days).
- Enhance first-pass accuracy (up to 98%) through structured review gates, quality controls,



and workflow optimisation.
- Build scalable operating models, documentation templates, and governance frameworks for digital product execution.
- Lead workflow design involving API integrations, RPA, OCR, and rule-based engines to accelerate straight-through processing.

Skills & Competencies

Core Product & Delivery Skills

- Requirement analysis, BRD/FSD/User Story writing, process mapping and documentation.
- Strong grounding in digital product management, SDLC, and current project initiation.
- Experience in API integration, RPA, OCR, and system workflow development.
- Expertise in process reengineering, TAT reduction, and scale-ready delivery frameworks.
- Quality management, UAT governance, and release excellence.

Digital Experience Skills

- Customer experience (CX) and user experience (UX) evaluation.
- Wireframing & prototyping using Figma.
- Market analysis, business planning, and competitive assessment.
- Designing intuitive, business-ruledriven journeys for credit, onboarding, and operations.

Technical Skills

- API testing
- SQL
- AI tools for productivity and analysis
- JIRA & Confluence
- Understanding of workflow engines, automation platforms, and microservices behaviour

Leadership & Collaboration Skills

- Stakeholder management across business, product, operations, and technology.
- Vendor management and performance governance.
- Strong analytical and problemsolving capability with customer-first thinking.
- Excellent communication and cross-functional alignment.

📌 Project Management Lead (Mumbai)
🏢 HDFC Bank
📍 Mumbai