Job Description
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
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