Roles and Responsibilities

Lead the mapping, implementation and roll out for customer journeys.
Work with relevant teams to jointly develop and own business and operational metrics for the
selected customer journeys
Run design thinking sessions, review current customer journeys and re-define them to be
industry leading “Best In Class” journeys
Outline the required portfolio of initiatives to achieve Best in Class customer journeys
Coordinate with cross functional teams to ensure effective implementation and roll out of
initiatives
Manage team of agile experts and run daily scrum calls to track and deliver the initiatives
Monitor progress for all the initiatives and anchor daily/ weekly cadence with working team
and reviews with leadership and providing regular updates to senior management