Job Purpose Support the Customer Centricity & Compliance Office by reviewing requirements across Businesses, Sales, Product, Service, Collections, Operations to ensure customer-centric design and meeting applicable internal policies and external regulations-without slowing deliveryThe role will assist in conducting checks, preparing documentation, validating controls, and ensuring that every change going into production meets internal standards and regulatory expectations.The role is execution-focused and designed for someone who can work with product squads, follow structured review processes, and maintain high-quality documentation and evidence. Duties and Responsibilities Core Responsibilities: -
- Own end-to-end solution design for assigned products / modules by reviewing business user stories, conducting gap analysis in collaboration with COEs & IT teams
- Review user stories for basic customer experience, fair treatment, and compliance-related requirements
- Highlight gaps to Product Owners / COEs and squad teams and support them in fixing the same.
- Ensure CX/Compliance checklists are completed before sprint commitment.
- Map all requirements to internal policies and guidelines.
- Ensure correct usage of disclosures, consent language, and customer communication templates.
- Assist in creating and validating acceptance criteria related to customer-centric and compliance requirements.
- Ensure all customer-facing content is clear, accurate, and not misleading
- Participate in Testing, UAT, CUG and Go Live to verify that customer-facing changes behave as expected.
- Validate documentation and test evidence during testing




- Log defects related to missing controls, clarity issues, or non-compliance points.
- Maintain checklists, review comments, and sign-off evidence in Azure / Req Ease (or relevant systems).
- Coordinate with Product, Tech, QA, Risk, Compliance, Legal, Operations teams for required clarifications and follow-ups.
- Involve inter department (CCCO) team members to assess risks/gaps and sign offs
- Ensure timely closure of action items assigned to the analyze and or sign off
- Recommend improvements or highlight gaps, flag risks/issues, escalates critical matters
- Ability to understand customer journeys and identify gaps
- Review UX/UI elements from customer experience point of viewSkills & Competencies: -
- Ability to understand customer journeys and identify gaps
- Attention to detail & structured thinking.
- Understanding of user stories, acceptance criteria, and easy process flow
- Strong communication and documentation skills.
- Ability to collaborate with multiple squads.
- Willingness to learn policy/regulatory concepts and apply them practically.
- Ownership and accountability for assigned tasks.
Required Qualifications and Experience Qualifications: -
- Graduates with strong, relevant experience in customer experience, compliance, audits.
- Post Graduate qualification in Management, Business, Analytics, or a related discipline. Work Experience: -
- 3-5 years of relevant experience in Business analysis, Product Operations, Risk / Compliance support, QA/UAT roles, COEs
- Experience in BFSI / NBFC / Regulatory Compliance is preferred.
- Basic working knowledge of regulatory concepts (data privacy, fair treatment, disclosures).

📌 Unit Manager - Operations and Service/Senior Unit Manager (Pune)
🏢 Bajaj Finance
📍 Pune