Service Design & Customer Journey (Corporate Banking - MMLC) at Qode

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Design, Customer Journey Mapping, Service Blueprinting, Process Design, Operating Model Design, Corporate Banking, SLA Management, Cross-functional Delivery, Business Analysis, Product Management, Transformation Consulting, Performance Metrics

Industry

Software Development

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 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

Responsibilities

Design and optimize end-to-end customer journeys and service models for corporate banking sub-sectors. Develop service blueprints and performance frameworks to align business processes with technology and customer experience.