Service Design & Customer Journey (Corporate Banking – MMLC)

🎯 Job Purpose

Design and optimize end-to-end customer journeys, service models, and service performance frameworks across sub-sectors, ensuring seamless experience and strong alignment across RM, Credit, Operations, and Technology.

🔑 Key Responsibilities

1 - Customer Journey Co-Design

• Co-design customer journeys in close collaboration with:
• Product Owners (PO)
• Business Analysts (BA)
• Cover both:
• Sub-sector-specific journeys
• Core end-to-end journeys (cross products)
• Scope includes:
• Lending / Credit lifecycle
• Cash / Trade / servicing journeys

2 - Service Model Design

• Develop service models for each sub-sector:
• Define frontstage interactions (RM, touchpoints)
• Define backstage processes (credit, ops, compliance)
• Define supporting capabilities (systems, data, policies)
• Ensure clear mapping between:
• Customer interaction
• Internal processing
• System execution

3 - Experience Gap Identification & Improvement

• Identify experience-driving components across touchpoints, including:
• RM interaction quality
• Process bottlenecks
• System limitations
• Recommend improvements to:
• Products
• Services
• Processes
• Address gaps impacting:
• MMLC customer experience
• Service quality
• Journey outcomes

4 - Service Quality Measurement & Management

• Organize and manage service quality measurement framework for each sub-sector
• Define and track:
• SLA / TAT
• Service performance metrics
• Customer experience indicators
• Monitor service performance and propose improvements

Service Blueprint Design (critical enablement)

• Develop service blueprints integrating:
• Customer journey
• Frontstage (RM, touchpoints)
• Backstage (ops, credit)
• Systems (core banking, CRM, etc.)
• Provide one integrated view across business – process – technology

👤 Requirements

• 6–10+ năm:
• BA / Product / Transformation /Consulting (banking)
• Strong:
• Journey design + process design
• Cross-functional delivery
• Mandatory:
• Service blueprint / operating model thinking