Project Lead CX Design Lab

Yes Bank; Mumbai Suburban; On-site; INR 3,200,000 - 5,200,000; Full time

Job summary

Yes Bank is seeking a CX Design Lab Project Lead in Mumbai with 10-15 years of experience to drive end-to-end customer journey improvements and digital transformation initiatives across products and channels. You will review customer journeys, identify gaps, redesign processes, and implement automation in partnership with business, operations, and technology teams.

Role requires leading large CX and process transformation initiatives within BFSI, mentoring project managers, and delivering

Qualifications

• Experience in customer journey mapping and CX improvement initiatives.
• Proven ability to drive digital transformation, automation and RPA projects.
• Strong leadership, mentoring, and stakeholder management skills.
• Experience managing large, cross-functional projects in BFSI or similar domains.

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.

Skills

Customer Experience

Journey Mapping

Design Thinking

Process Reengineering

Agile

Lean/Six Sigma

Digital Transformation

RPA

Automation

Leadership

Stakeholder Management

Education

Bachelors or Masters in Engineering/CS/Business

Job description

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.