Project Lead CX Design Lab

Job Title: CX Design Lab Project Lead
Experience: 10-15 Years
Location: Mumbai

Job Description:
We are looking for a Project Lead to drive endtoend customer journey improvements and digital transformation initiatives. The role involves reviewing customer journeys, identifying gaps, redesigning processes, and implementing automation solutions in partnership with business, operations, and technology teams.

Role Overview:
Seeking an experienced CX Project Lead to manage large customer experience and process transformation initiatives within BFSI.

Key Responsibilities:

• Lead customer journey mapping and reengineering across products and channels
• Drive digital transformation initiatives (AI/ML, RPA, automation)
• Execute structured projects using Design Thinking, Agile, Lean/Six Sigma
• Manage and mentor a team of project managers
• Collaborate with crossfunctional teams to implement process improvements
• Deliver measurable outcomes in CX, efficiency, TAT, FTNR, and complaint reduction

Required Skills:

• Customer Experience, Journey Mapping
• Design Thinking, Process Reengineering
• Agile, Lean/Six Sigma
• Digital Transformation, RPA, Automation
• Strong analytical, stakeholder management, and leadership skills

Qualifications:
Bachelors or Masters in Engineering, Computer Science, Business, or related field.