ACN I&P - GN - SONG - Service -Operating Model & Process Design - Consultant

Job Description

Job Title

Process & Customer Experience + Team Lead / Consultant + I&P

Management Level

09 - Team Lead / Consultant

Location

Bangalore / Gurgaon / Mumbai / Pune / Chennai / Hyderabad

Must Have Skills

Process Excellence; Process Re-engineering; Customer Service Transformation; Lean Six Sigma

Good To Have Skills

Customer Experience Design; AI-enabled Process Design; Process Mining; CCaaS; CRM; Operating Model Design

Job Summary

As a Process and Customer Experience Team Lead or Consultant, you will support process and service transformation engagements, assess market, customer, and technology shifts, and help define future-state process and service strategies. You will combine process re-engineering, Lean Six Sigma, customer experience design, analytics, operating-model design, technology enablement, and AI integration.

Roles & Responsibilities

• Use relevant AI tools across analysis and deliverable creation, including agents and other delivery-support tools.
• Design future-state process specifications covering AI integration, operating model changes, human-machine interaction requirements, and workforce adoption.
• Map current-state and future-state service processes and document handoffs, decision points, and channel transitions.
• Apply Lean Six Sigma methods including DMAIC, value-stream mapping, and root-cause analysis.
• Develop customer journey maps and service blueprints that identify touchpoints, friction, and improvement opportunities.
• Support digital and platform solutions across operations, including contact center and customer service technology.
• Build analytical frameworks using AI-assisted visualization and connect process metrics to customer outcomes.
• Conduct benchmarking and change-impact assessments using AI-assisted tools.
  
  

Professional & Technical Skills

• 4-7 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Proficiency in process-modelling tools such as Visio, ARIS, or Signavio.
• Experience with process-mining and data-analytics tools such as Celonis or Power Automate.
• Working knowledge of AI and automation integration into business-process and customer-service design.
• Exposure to customer service or contact center operations and core service metrics.
• Analytical, problem-solving, project-management, and recommendation-development skills.
• Exposure to CRM or contact center platforms such as Salesforce, Genesys, or Amazon Connect.
• Lean Six Sigma Green Belt or above is preferred.
  
  

Additional Information

• The ideal candidate combines process-analysis capability, customer-centric service design, AI-enabled transformation, and structured recommendation development.
• The role requires growing fluency in designing interactions among people, AI agents, and processes.
• The source specifies Bangalore or Gurgaon as the office base.
  
  

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