compLogoService Design & Customer Journey (Corporate Banking – MMLC)Company: ACBOn-siteHo Chi Minh, Vietnam
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.


πŸ”‘ 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

πŸ‘€ Requirements

  • 6–10+ nΔƒm:
  • BA / Product / Transformation / Consulting (banking)
  • Strong:
  • Journey design + process design
  • Cross-functional delivery
  • Mandatory:
  • Service blueprint / operating model thinking