CX PPAC Reviewer

Role: CX PPAC Reviewer

Location: Mumbai

Department: Customer Experience (CX)

Role Summary

We are seeking a detailoriented and customercentric professional to join our Customer Experience Governance team as a CX PPAC Reviewer. The role focuses on conducting structured process reviews across products and services to identify customer friction, evaluate compliance & risk gaps, and ensure seamless customer journeys. The ideal candidate will have strong analytical skills, excellent documentation expertise, and the ability to collaborate crossfunctionally to drive continuous improvement.

Key Responsibilities

1. Customer Centric Process Reviews

• Conduct endtoend product and service process evaluations to identify customer friction, operational gaps and improvement opportunities. [JD for CX...C Reviewer | Word]
• Assess processes against CX principles to ensure highquality customer outcomes. [JD for CX...C Reviewer | Word]

2. Ownership of CX Processes & Policies

• Review and update CXrelated policies periodically to ensure alignment with regulatory guidelines and ecosystem changes. [JD for CX...C Reviewer | Word]
• Maintain documentation integrity and ensure timely version control.

3. Review of Product & Journey Documentation

• Examine product notes, SOPs, policies, journey flows for clarity, correctness, usability and adherence to CX standards. [JD for CX...C Reviewer | Word]

4. Risk, Compliance & Control Assessment

• Identify risk points and compliance deviations within operational processes. [JD for CX...C Reviewer | Word]
• Highlight control gaps that may impact customer experience or regulatory adherence. [JD for CX...C Reviewer | Word]

5. Deep Dive Customer Journey Assessments

• Conduct detailed reviews of onboarding, servicing and transaction journeys across products. [JD for CX...C Reviewer | Word]
• Validate onground process execution vs. documented journeys.

6. Governance, Reporting & Stakeholder Tracking

• Prepare MIS updates, dashboards and insights to support leadership reviews. [JD for CX...C Reviewer | Word]
• Track closure of review findings and ensure timely action from stakeholders. [JD for CX...C Reviewer | Word]

7. Continuous Improvement & Collaboration

• Partner with product, operations and CX teams to drive process enhancement and simplification. [JD for CX...C Reviewer | Word]
• Recommend solutions based on review insights and customer pain points.

Key Skills & Competencies

• Customer Experience & Journey Mapping
• Process Review & Audit
• SOP & Policy Documentation
• Risk & Compliance Understanding
• Analytical & ProblemSolving Skills
• Strong Communication & Stakeholder Management
• MIS Reporting & Dashboarding
• Continuous Improvement Mindset

Educational & Experience Requirements

• Graduate/Postgraduate in any discipline.
• 37 years of experience in CX, process review, journey mapping, audit, risk/compliance, or operations (preferably BFSI).