Project Lead

3 days ago

Mumbai, Maharashtra, India Yes Bank Full time ₹ 15,00,000 - ₹ 25,00,000 per year

This is a lead role responsible to review end to end customer journeys of the business/products assigned and reimagine processes and systems to deliver superior customer experience. Role will be responsible for leading and mentoring a team of 3-4 project managers and also lead large complex initiatives.

Strategy & Execution:

Define the roadmap and KPIs for customer experience transformation initiatives.
• Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.
• Leadership & Collaboration: o Lead a cross-functional team of designers, analysts, and technologists. o Partner with business units, operations, and technology teams to ensure seamless execution and change management.

Customer Journey Reengineering:

Lead the redesign of end-to-end customer journeys across channels to enhance experience, reduce friction, and improve efficiency. o This will be done though a well-defined and structured project management framework (Agile, Six Sigma/Lean methodologies). o Use data-driven insights and AI models to identify pain points and opportunities for transformation

Innovation & Design Thinking:

Establish and lead a design lab environment that fosters experimentation, rapid prototyping, and user-centric design. o Champion design thinking methodologies to co-create solutions with internal stakeholders and customers.
• Technology & Automation: o Drive the adoption of AI, machine learning, RPA, and intelligent automation to streamline processes and personalize experiences. o Collaborate with IT, data science, and product teams to implement scalable digital solutions.

Preferred Certifications:


• Certified Six Sigma Black Belt or Lean Six Sigma (for process reengineering)


• Certified Design Thinking Practitioner (e.g., IDEO, IBM, or Stanford d.school)


• AI/ML Certifications (e.g., Google Cloud AI, Microsoft AI Engineer, or Coursera/edX specializations)


• RPA Certifications (e.g., UiPath Advanced RPA Developer, Blue Prism Developer)


• Project Management Certifications (e.g., PMP, PRINCE2 Agile)


• CX Certifications (e.g., CCXP Certified Customer Experience Professional)

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