# Service Design & Customer Journey (Corporate Banking - MMLC)

> Qode · Ho Chi Minh, Vietnam · Full-time · Posted 2026-06-17

**Workplace:** on_site

## Description

**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.

**🔑 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

  

**👤 Requirements**

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

## Apply

[Apply at Qode](https://apply.workable.com/qodeworld/j/B1C4A66822/apply)

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