Job Description

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JOB DESCRIPTION
SECTION I: BASIC INFORMATION ON THE POSITION
UJR Name Lead - Customer Journey & Process Design Designation / Role Name Lead - Customer Journey & Process Design
Function Strategic Initiatives Sub Function Strategic Initiatives
Current Band Band 3 Manager/ Individual Contributor Manager
SBU Realty Business Location Thane
UJR Code Lead - Customer Journey & Process Design_Realty Business_Strategic initiatives
SECTION II: ORGANIZATIONAL RELATIONSHIPS
Direct Reporting Indirect (Dotted) Reporting
Next Level or Skip Level Supervisor / Manager CEO
Immediate Supervisor / Manager Head-Strategic Initiatives
Position
Number of positions reporting to the role
Position titles of reportees
SECTION III: PURPOSE OF THE ROLE
To design, optimize, and institutionalize an end-to-end customer journey framework that delivers seamless, consistent, and emotionally engaging experiences across all customer touchpoints for Sales, Finance, Operations, Project Execution and BD. Defining and continuously improving SOPs, SLAs, and feedback integration mechanisms. The role acts as the custodian of the customer journey blueprint & SOPs ensuring strategic alignment with the organization's CX vision.
SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE
Map and continuously update the complete customer lifecycle for all customers- Internal & External.
Identify high-impact touchpoints and pain areas using insights from internal data, CRM, NPS and Stake holder feedback.
Design intuitive, cross-functional workflows and engagement models that enhance customer ease, satisfaction, and loyalty.
Collaborate with Sales, CRM, Marketing, Projects, Finance, BD teams to ensure implementation of journey improvements.
Develop journey personas, empathy maps, and service blueprints for all key segments.
Ensure that digital and physical customer touchpoints are seamlessly integrated.
Track and monitor CX journey performance metrics; lead gap analysis and improvement programs.
Institutionalize journey governance practices including journey councils, playbooks, and process design frameworks.
Regularly test and prototype new journey elements (e.g., onboarding kits, communication flows, surprise & delight moments).
UI/UX Strategist (for digital touchpoints)
Define and standardize SOPs, SLAs, and quality benchmarks for all key CX touchpoints across Sales, CRM, Project Delivery, Finance, and Business Development.
Assist in organizing CX mystery audits to monitor adherence and identify improvement areas.
Benchmark customer experience metrics against real estate and cross-industry standards.
SECTION V: KEY RESULT AREAS
Key performance goals for the role: Critical outcomes of a job contributing to the organization's and role's success Weightage (should add up to100%)
Customer Journey Mapping & Optimization 30%
UI/UX Strategist (for digital touchpoints) 20%
Journey-based NPS/CSAT Improvement 30%
Process Design- SOP & SLAs for all function 20%
TOTAL 100%
SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable)
Financial Accountability (with exclusive authority)
Geographical Scope All India
SECTION VII: KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES
Education Qualification Bacherlors in Operations Management or Postgraduate qualification (MBA/PGDM) with specialization in Operations, Quality Management, or Customer Experience.
Technical & Professional Knowledge required
(What someone NEEDS TO KNOW) Expertise in Customer Journey Mapping Tools (e.g., Smaply, UXPressia, Miro, Lucidchart)
Deep understanding of CX and Service Design methodologies (Design Thinking, Agile CX, Lean CX)
Knowledge of Salesforce and integration touchpoints
Familiarity with real estate lifecycle stages and customer personas
Exposure to UX/UI principles and omni-channel design thinking
Strong understanding of process design, SOP drafting, and service blueprinting
Proficiency in ISO, Six Sigma, Kaizen, or similar quality frameworks
Experience required
(What someone NEEDS TO HAVE DONE) 8-12 years of experience in CX, Process Excellence, Service Design, UX, or Journey Mapping roles
Preferably in Real Estate, Hospitality, Aviation, BFSI, or Retail
Proven success in cross-functional CX transformation programs
Experience in implementing customer-centric process improvements
Essential RLC for the role
(Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE) Strategic Thinking & Problem Solving
Collaboration & Influencing Across Functions
Execution Excellence with Customer Centricity
Innovation and Design Mindset
High Ownership & Accountability
Personal Attributes required
(Personal qualities, motivations, and preferences likely to enhance performance in the role) Empathetic and customer-obsessed mindset
Detail-oriented with strong visualization skills
Strong verbal and written communication
High adaptability to work across functions and levels
Self-starter with strong analytical thinking
Domain/ Functional skills required CX Journey Mapping & Blueprinting
Service Design Frameworks (JTBD (Jobs To Be Done THEORY), Moments of Truth, etc.)
Gap Analysis & Root Cause Identification
Journey-based KPI Development
Stakeholder Workshop Facilitation
SECTION VIII: KEY INTERACTIONS
Internal (Key interactions within the organization) Nature or purpose of interaction
External (Key Interactions outside the organization) Nature or purpose of interaction