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