3 Digital Journey Jobs

We are currently seeking a Project Manager Contact Center for one of our banking clients. Work location: India ( Bangalore, Pune, Hyderabad) Work setting: remote We are looking for a strategic and technically adept Channels Project Manager to lead initiatives within our Digital Banking Transformation program. The role is responsible for delivering Contact Center Automation, AI/ML-driven customer engagement solutions, and digital self-service channels aligned with regulatory requirements and customer experience standards in the banking sector. Key Responsibilities: Lead the end-to-end delivery of digital customer interaction projects across voice, chat, mobile, and online banking platforms. Implement AI/ML-enabled contact center solutions, including virtual assistants, conversational IVRs, and intelligent routing to enhance efficiency and reduce operational cost. Drive digital transformation of contact centers, with a focus on improving First Contact Resolution (FCR), Net Promoter Score (NPS), and cost-to-serve. Collaborate closely with Compliance, Risk, IT Security, and Data Governance teams to ensure all solutions meet regulatory and data protection requirements (e.g., RBI, GDPR, etc.). Manage third-party vendors, fintech partnerships, and platform integrators to ensure timely and quality delivery. Integrate Core Banking Systems (CBS), CRM, and ticketing platforms for unified customer views. Use analytics to track usage, efficiency gains, and customer satisfaction across automated and digital channels. Required Qualifications: Bachelor's degree in Information Technology, Engineering, Business Administration, or related field; MBA or Masters in Digital Transformation or Banking Technology preferred. 510 years of experience in project/program management, with at least 3 years in banking or financial services. Strong background in contact center technologies (Genesys, NICE, Avaya, Cisco, etc.) and AI/ML automation tools. Demonstrated experience in digitizing customer service journeys in a regulated financial environment. Proficiency in Agile/Waterfall project delivery methods, and experience using Jira, MS Project, or similar tools.

Role & responsibilities The Business Analyst External Integrations is a critical role for ensuring seamless integration between the Insurance Marketplace platform and external ecosystem partners such as insurers, government data platforms (like Vahan, Aadhaar, CERSAI), identity verification services (e-KYC, NSDL), and payment gateways. responsibilities Lead integration requirement analysis for all insurer and third-party interfaces (e.g., Vahan, Aadhaar, NSDL, CERSAI, e-KYC, NPCI, payment gateways). Coordinate with insurers and ecosystem partners to gather, document, and validate interface requirements and onboarding processes. Define data schemas, mapping templates, and API specifications; collaborate with developers on integration design. Ensure regulatory and security compliance for sensitive integrations such as Aadhaar, PAN, and KYC flows. Draft and maintain BRDs, FRDs, Interface Control Documents (ICDs), and sequence/process flow diagrams. Collaborate with product managers, tech leads, QA, and infosec teams to ensure end-to-end readiness and traceability. Participate in partner onboarding, technical workshops, and sandbox testing. Support UAT and production release validation with insurers and ecosystem agencies. Troubleshoot integration issues and support resolution in collaboration with support/infra teams. This is an individual contributor role, with cross-functional collaboration across product, technology, operations, and compliance. Maintain an integration tracker, API inventory, and documentation repository Convert business requirements into technical user stories and solution blueprints. Support UAT and drive alignment between business expectations and technology deliverables.

Brickendon Consulting is an award-winning management and technology consultancy, specializing in delivering complex change in highly regulated environments. The firm is divided into four practices focused on Strategy & Advisory AI & Data Business Consulting Digital & Technology It was founded in 2010 with the aim of providing real, lasting transformational change to clients. We have grown rapidly and now have offices across the UK, Europe, the US, the UAE and India. Our people are intelligent and focused high achievers, with an average of 10 years industry experience. We are Looking for Strong Business Analyst with good exposure to Wealth domains and digital journeys on customer mobile app. Strong Stakeholder Management, Agile, JIRA, Confluence exposure Key Responsibilities: Work closely with stakeholders to gather, analyze, and document business requirements for wealth management products and digital initiatives. Design and optimize end-to-end customer digital journeys across mobile and web platforms. Collaborate with Product Owners, UX/UI designers, developers, and QA teams to deliver seamless and intuitive digital experiences. Lead the analysis and documentation of mobile app features , customer onboarding flows, investment journeys, and account management. Drive the digital transformation agenda by identifying pain points, proposing process improvements, and facilitating solution design workshops. Translate business needs into functional specifications and user stories, supporting Agile delivery methodologies (e.g., Scrum or SAFe). Conduct gap analysis, root cause analysis, and impact assessments for system changes. Assist in UAT planning, testing, and validation of features and enhancements. Ensure alignment between business goals and technical solutions while adhering to compliance and regulatory requirements. Key Skills & Experience: 5+ years of experience as a Business Analyst in Banking / Wealth Management domains. Strong understanding of Wealth products (mutual funds, portfolios, advisory, insurance, etc.). Proven experience in Digital Transformation initiatives , especially related to customer experience. Expertise in customer journeys , UX design collaboration, and digital engagement strategies. Hands-on experience working with mobile apps and digital platforms (iOS/Android/Web). Proficiency in using tools such as JIRA, Confluence, Figma, MS Visio , and process modeling tools. Familiarity with Agile/Scrum delivery practices. Strong stakeholder management, communication, and presentation skills.