Customer Experience Design Lab Head - Institutional Capabilities/Artificial Intelligence COE

Strategy & Execution:

• Define the roadmap and KPIs for AI COE and building Institutional capabilities
• Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.

Leadership & Collaboration:

• Lead a cross-functional team of designers, analysts, and technologists.
• Partner with business units, operations, and technology teams to ensure seamless execution and change management.

• Cost Optimization targets
• Improvement in Operational efficiency metrics like TAT, FTR
• Digital Capability Enhancements
• Improved efficiency and productivity
• Complaints reduction

Customer Journey Reengineering:

• Lead the redesign of end-to-end customer journeys across channels to enhance experience, reduce friction, and improve efficiency
• This will be done though a well-defined and structured project management framework (Agile, Six Sigma/Lean methodologies).
• Use data-driven insights and AI models to identify pain points and opportunities for transformation

Innovation & Design Thinking:

• Establish and lead a design lab environment that fosters experimentation, rapid prototyping, and user-centric design.
• Champion design thinking methodologies to co-create solutions with internal stakeholders and customers.

Technology & Automation:

• Drive the adoption of AI, machine learning, RPA, and intelligent automation to streamline processes and personalize experiences.
• Collaborate with IT, data science, and product teams to implement scalable digital solutions.

Institutional Capability Building:

• Strengthen enterprise wide data and AI maturity across technology, people and culture.
• Drive upskilling programs and AI literacy across business and functional teams
• Deep understanding of customer behavior, digital trends, and emerging technologies.
• Strong analytical, problem-solving, and strategic thinking skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Experience with design thinking, agile methodologies, and innovation frameworks.

Preferred Certifications:

• Certified Six Sigma Black Belt or Lean Six Sigma (for process reengineering)
• Certified Design Thinking Practitioner (e.g., IDEO, IBM, or Stanford d.school)
• AI/ML Certifications (e.g., Google Cloud AI, Microsoft AI Engineer, or Coursera/edX specializations)
• RPA Certifications (e.g., UiPath Advanced RPA Developer, Blue Prism Developer)
• Project Management Certifications (e.g., PMP, PRINCE2 Agile)
• CX Certifications (e.g., CCXP - Certified Customer Experience Professional)
• Should be able to manage the team efficiently from the perspective of meeting delivery time lines
• Should be able to collaborate in a cross functional manner to arrive at optimum solutions
• Should be able to train and guide team members on various project management frameworks

SECTION V: OPERATING NETWORK:

• Key interactions which are essential to execute the role. This will include both internal (excluding sub-ordinates) and external stakeholders.
• BDTS, Product Teams, OR, Compliance, Legal, IAD, Program Teams
• Vendors, partners

SECTION VI: ROLE PROFILE REQUIREMENTS:

Minimum qualification which are essential to execute the role:

• Bachelor's or Master's degree in Engineering, Computer Science, Business, or related field.-
• 10-15 years of experience in digital transformation, customer experience, or process reengineering roles.
• Strong techno-functional background with hands-on exposure to AI/ML, automation tools, and data analytics platforms.
• Proven track record of leading large-scale transformation programs in a customer-centric environment.