Join our dynamic team as a Senior Consultant focused on Customer Experience and Assurance within the Conversational Banking / Contact Center Transformation (CCT) program. This role is pivotal in shaping the future of customer interactions across diverse channels, ensuring robust risk management and adherence to regulatory standards. You will be instrumental in embedding assurance practices from project inception through to successful implementation, working collaboratively with multiple departments to achieve our strategic goals.

Deloitte's Customer team is dedicated to providing unparalleled assurance, supporting clients in navigating challenges and building strong foundations for future growth. We empower our clients to proactively adapt and thrive in a constantly evolving landscape.

Define and implement a tailored assurance framework for the CCT program, aligning with client standards, policies, and regulatory requirements. Translate risk appetite and control frameworks into specific assurance needs for conversational AI, customer data, and third-party dependencies.

Proactively identify and mitigate key risks, including customer harm, data privacy, technology resilience, and AI/automation controls. Design and integrate appropriate controls within delivery plans and product documentation.

Advise on and establish effective governance structures, including design authorities and risk forums. Provide clear, insightful assurance reports to senior stakeholders and governance committees to facilitate informed decision-making.

Develop and maintain a comprehensive assurance plan, outlining scope, objectives, review cadence, and evidence requirements. Ensure assurance activities are seamlessly integrated into agile delivery cycles without compromising execution speed.

This role requires 6 to 9 years of professional experience, with a strong background in assurance, risk management, and compliance within a banking or financial services context.

Key competencies include the ability to define assurance requirements and frameworks, identify and assess risks (including conduct risk, data privacy, and technology resilience), and establish robust governance structures.

Candidates should possess a Bachelor's or Master's degree in a relevant field such as Computer Science, Engineering, Business Administration, or Commerce (B.Tech, BBA, BSC, BE, B.Com, MCA, M.Tech, MBA).

This is a hybrid role based in Ahmedabad, requiring a minimum of three days per week in the office. You will collaborate closely with Technology, Digital, Operations, Risk, and Compliance teams.