Customer Experience Design Lab Head - Institutional Capabilities/Artificial

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. .