Experience & Change Specialist

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Key Responsibilities 1. Experience Design & Process Re-imagination Lead customer and employee journey mapping to identify pain points, friction, and opportunities for experience improvement. Facilitate design-thinking workshops to challenge existing processes and develop innovative, customer-centric future-state journeys. Drive end-to-end process re-imagination across key banking journeys, focusing on simplification, digitization, and operational efficiency. Translate customer needs and business requirements into experience principles, service blueprints, and actionable design recommendations. Collaborate with business and technology teams to ensure redesigned processes are feasible and aligned with target-state solutions. 2. Stakeholder Engagement & Collaboration Engage business stakeholders, process owners, and frontline teams to gather insights and validate proposed future-state processes. Facilitate workshops and working sessions to build consensus on redesigned journeys and operating models. Work with cross-functional teams to align experience improvements with business objectives and transformation priorities. 3. Change Management & Adoption Assess the impact of redesigned processes on people, roles, operating models, and ways of working. Develop change impact assessments, stakeholder engagement plans, and change readiness activities. Support communication, training, and adoption strategies to facilitate transition to redesigned processes. Define adoption measures and experience KPIs to track transformation outcomes and business benefits. 4. Continuous Improvement & Value Realization Identify opportunities to improve customer experience, employee productivity, and operational effectiveness. Define experience metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), turnaround time (TAT), and process efficiency. Support business case development and benefits tracking for process transformation initiatives. 7+ years of relevant professional experience in business process transformation, service design, or organizational change management. Experience working on process transformation, digital transformation, or business re-imagination initiatives within the banking or financial services industry. Strong hands-on experience in customer journey mapping, service blueprinting, design thinking, and end-to-end process redesign. Practical experience facilitating stakeholder workshops, conducting user interviews, and translating insights into future-state journeys and process improvements. Experience in change impact assessment, stakeholder engagement, communication planning, and adoption management. Good understanding of retail banking processes, products, and customer journeys, such as onboarding, account opening, lending, payments, servicing, and customer lifecycle management. Strong stakeholder management, communication, facilitation, and presentation skills.