Project Manager ( Female)

Yes Bank Ltd.; Mumbai Suburban; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Yes Bank Ltd. in Mumbai (Santacruz) is seeking a CX Design Lab Project Manager to drive customer experience improvements across processes and digital journeys.

You will identify gaps, redesign customer journeys using data insights, and implement solutions to lift service metrics and efficiency. You will lead CX projects end-to-end, collaborate with product, technology, operations, and compliance, and push digitalization, automation, and SOP training while tracking KPIs such as TAT, FTR, and

Qualifications

• Experience in CX/process improvement and customer journeys.
• Familiarity with design thinking and Lean Six Sigma.
• Strong project management with stakeholder management experience.

Responsibilities

• Lead CX improvement projects from planning to execution.
• Reengineer customer journeys using data insights and CX frameworks.
• Coordinate with technology, product, operations, and compliance teams.
• Drive digitalization, automation, and process optimization initiatives.
• Prepare project documentation, SOPs, and training materials.
• Monitor metrics such as TAT, FTR, complaints reduction, and productivity.

Skills

CX management

Journey mapping

VOC analysis

Project management

Agile exposure

Stakeholder management

Analytical skills

Problem solving

Design thinking

Automation knowledge

Tools

MS Office

Jira

Tableau

Job description

Job Title: CX Design Lab Project Manager

Department : Customer Experience
Location: Mumbai ( Santacruz)

Job Description:
We are looking for a Project Manager to drive customer experience improvement initiatives across processes and digital journeys. The role involves identifying gaps, redesigning customer journeys, and implementing solutions that improve service metrics and operational efficiency.

Key Responsibilities:

• Lead CX improvement projects from planning to execution.
• Reengineer customer journeys using data insights and CX frameworks.
• Coordinate with technology, product, operations, and compliance teams.
• Drive digitalization, automation, and process optimization initiatives.
• Prepare project documentation, SOPs, and training materials.
• Monitor metrics such as TAT, FTR, complaints reduction, and productivity.

Required Skills:

• Customer experience management, journey mapping, VOC analysis.
• Project management, agile exposure, stakeholder management.
• Analytical and problem-solving skills.
• Knowledge of digital tools (MS Office, Jira, Tableau).
• Exposure to design thinking and automation (preferred).

Seeking a CX Project Manager to manage end to end customer experience improvement projects. The role includes analyzing existing processes, identifying improvement opportunities, driving digital and automation initiatives, and ensuring superior service delivery.

Responsibilities:

• Improve customer journeys and service processes.
• Deliver CX transformation projects within timelines.
• Collaborate with cross functional teams.
• Implement digital solutions and automation.
• Track service KPIs (TAT, FTR, complaints).

Skills & Experience:

• 3-8 years in CX/process improvement.
• Strong analytical, communication, and stakeholder management skills.
• Knowledge of design thinking, Lean Six Sigma, project management.