Customer Journey Mapping and Transformation.
This mandate is run by SYMPHONI HR, a Mumbai-based executive search firm, est. 2003. Applications are email-verified and reach the search team running the role — confidentially, always.
About the organisation.
A leading global financial services organisation with a large footprint across banking and financial markets. The company serves millions of customers and businesses worldwide and is known for its scale, regulatory rigour and commitment to digital innovation. Its culture emphasises collaboration, continuous improvement and customer-centric thinking.
About the role.
This role leads the mapping, redesign and transformation of end-to-end customer and colleague journeys within banking and financial services. The successful candidate will assess current-state processes, design future-state operating models and Target Operating Models, and drive transformation roadmaps with strong governance. The role also involves engaging senior stakeholders through executive storytelling, workshops and steering forums.
What you will do.
- Map end-to-end customer and colleague journeys and visualise them using tools such as Figma and IBM Blueworks Live
- Assess current-state processes and design future-state operating models and Target Operating Models (TOM)
- Identify customer pain points, process gaps, manual activities and operational inefficiencies, and recommend optimisations or re-engineering
- Lead transformation roadmaps, business cases, benefits realisation, and risk and control management
- Manage portfolio governance, including transformation governance, PMO activities, risks, issues and dependencies
- Prepare executive storytelling, leadership presentations and dashboards for senior stakeholders
- Engage senior stakeholders through workshops and steering forums
What you bring.
- 8–10 years of experience in Customer Journey Mapping, end-to-end journey transformation and TOM design within Banking/Financial Services
- Hands-on proficiency with Figma and IBM Blueworks Live for journey visualisation and business process mapping
- Strong stakeholder management and process analysis skills
- Proficiency in transformation reporting using PowerPoint, Power BI or Advanced Excel
- Experience managing transformation governance and PMO activities
- Relevant bachelor's degree in business, engineering or a related discipline; an MBA or equivalent is preferred
- Exposure to digital transformation, workflow automation, RPA, AI/ML or GenAI is a plus
- Experience across onboarding, servicing, lending or case management journeys is a plus
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