T&T - Customer -CS&D | Customer Experience | Ahmedabad | Senior Consultant

T&T - Customer -CS&D | Customer Experience | Ahmedabad | Senior Consultant

Job requisition ID

113183

Location

Ahmedabad

Entity

Deloitte Touche Tohmatsu India LLP

The team

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Role Requirements

The Assurance Lead will operate within Conversational Banking / Contact Center Tramsformation (CCT) program, supporting the transformation of customer interactions across digital, AI‑enabled, and assisted channels.

This role is critical in ensuring that programme delivery meets risk appetite, regulatory obligations, and internal control standards while enabling safe, scalable, and customer‑centric innovation.

The role will work closely with Technology, Digital, Operations, Risk, Compliance, Data Privacy, and Governance teams to embed assurance from programme inception through delivery and implementation.

Rapid navigation of governance, policies, and assurance expectations.

Key Responsibilities

• Establish Assurance Requirements and Framework (CCT Context)

Define a CCT‑specific assurance framework aligned to client's Group standards, policies, and regulatory expectations (e.g. conduct risk, data privacy, operational resilience, model risk where applicable).

Translate client's risk appetite and control frameworks into programme‑specific assurance requirements covering conversational AI, customer data usage, integration with legacy banking platforms, and outsourcing/third‑party dependencies.

Partner with 1st and 2nd Lines of Defence, Compliance Advisory, Privacy Office, and Group Risk to align assurance expectations across the programme.

Ensure consistency with client's Technology Control Frameworks, Change Frameworks, and Global Transformation standards.

• Early Risk & Control Identification (Conversational Banking Focus)

Identify key risks associated with Conversational Banking delivery, including: Customer harm and conduct riskData protection and privacy (PII, consent, retention)Technology resilience and availabilityAI / automation controls (where applicable)Third‑party and vendor risk

Design and embed appropriate controls into: CCT delivery plans and release cyclesRAID logs and risk registersProduct and solution design documentation

Proactively identify governance, control, or ownership gaps and influence timely mitigation before risks materialise.

Governance Structures and Forums

Advise on and support the establishment of effective governance across the CCT programme, including: Design authoritiesRisk and control forumsProgramme steering and stage‑gate reviews

Clarify escalation routes and decision authorities aligned to governance models.

Provide clear, structured assurance insights to senior sponsors and governance committees to support defensible decision‑making.

Assurance Plan Development

Develop and maintain a clear, structured assurance plan aligned to the CCT delivery lifecycle.

Define

Scope and objectives of assurance activities

Review cadence aligned to sprints, releases, and milestones

Evidence requirements and approval checkpointsEnsure assurance activities are embedded into delivery plans without impeding agile execution.

Control Design Challenge

Independently assess and challenge the design and effectiveness of controls proposed by delivery teams.

Ensure controls are

Robust and compliant with standards

Proportionate to conversational banking risks

Practical within agile and iterative delivery models

Provide constructive challenge to strengthen design decisions while maintaining delivery momentum.

Level of Experience Required 6 to 9 years

Location and way of working

Location- Ahemdabad

Working from the office at least 3 days a week is mandatory, with a hybrid model tailored to each domain’s specific needs

Education

MCA/ Mtech/ MBA/ B. Tech/ BBA/ BSC/ BE/ B.Com