Client Journey Excellence Specialist
On-siteGurugram, Haryana, India
Job Summary
Design end-to-end client journey frameworks, including maps for priority client types, by documenting handoffs, pain points, and dependencies across Client Management, Sales, and operational teams. Prioritize and execute improvement initiatives through root cause analysis, stakeholder engagement, and tracking post-implementation outcomes to ensure timely progress and consistency. Produce executive-ready KPI dashboards and reporting that measure engagement, satisfaction, and the impact of changes, partnering with Technology and CRM teams to embed automation and AI solutions. Act as a connector across India-based teams to maintain action logs, escalate risks, and reinforce Consumer Duty principles within client journeys.
Required Qualifications
- 5 to 7 years of experience in asset management, wealth management, financial services consulting, or client-facing operations
- ideally with exposure to EMEA distribution or client management
- Working understanding of the end-to-end client lifecycle, including pre-win, onboarding and change, and ongoing client management
- Strong analytical and problem-solving skills, with the ability to break down complex problems, structure analysis and identify root causes
- Proven ability to produce high-quality, executive-ready deliverables in PowerPoint, Excel and Word, including journey maps, process flows and dashboards
- Comfort working with data, MI, workflow tools and CRM platforms (e.g. Salesforce) to derive insights
- Strong stakeholder management skills, with the confidence to engage senior colleagues and prepare materials for leadership audiences
- Self-starter mindset, comfortable operating with ambiguity, in a matrixed and capacity-constrained environment, and across multiple time zones
- Excellent written and verbal communication skills in English
Desired Qualifications
- Prior experience in a consulting, transformation, or client experience function within financial services industry
- Exposure to client journey mapping, operating model design or service design methodologies
- Familiarity with automation and AI tooling (e.g. Power Automate, Copilot, Power BI) applied to client experience or operations
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