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…