#ACN GN - SONG - Service – Process CX – Manager

#ACN GN - SONG - Service – Process CX – Manager

JOB DESCRIPTION

Job Title

Process & Customer Experience - Manager - S&C

Management Level

07 - Manager

Location

Bangalore,Gurgaon,Mumbai,Pune,Hyderabad,Chennai

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 Manager, you will lead end-to-end process and service transformation programs, from assessing market, customer, and technology shifts through defining future-state process and service strategies and enabling adoption. You will combine process re-engineering and Lean Six Sigma rigour with customer experience design to diagnose service friction, quantify its impact, and design practical future-state processes, operating models, technology enablement, and AI integration. You will lead teams and engage senior client stakeholders to deliver measurable business and customer outcomes.

Roles & Responsibilities

• Embed AI into future-state client design and team ways of working by using appropriate AI tools and strategically creating agents to support deliverable development.
• Lead future-state process specification, AI integration design, operating model changes, and adoption planning for clients.
• Lead large-scale process re-engineering and service transformation programs from conception through implementation, with ownership of scope, approach, timelines, resourcing, and outcomes.
• Conduct in-depth analysis of existing business processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Drive the application of Lean Six Sigma methodologies, including DMAIC and DMADV, and establish KPIs that measure process effectiveness and customer impact.
• Design future-state customer service models covering channel strategy, self-service and containment, omnichannel orchestration, governance, and ways of working.
• Run client discovery workshops and stakeholder interviews; present and defend recommendations to senior client leadership; manage day-to-day client relationships and issue resolution.
• Drive benchmarking analysis and change-impact assessments grounded in an understanding of the client industry.
• Connect the operating model to future-state processes to create practical and credible transformation approaches.
• Maintain working knowledge of the customer service technology landscape, including CCaaS, CRM, case management, AI, and automation, and advise clients on how technology choices shape process and service design.
• Contribute to business development by qualifying opportunities and co-authoring proposals.
• Coach junior practitioners on process redesign, journey design, domain-specific trend assessment, and operating model design.

Professional & Technical Skills

• Must have: 7-12 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Must have: Demonstrated ability to lead client discovery workshops and present recommendations to senior leadership.
• Must have: Extensive experience in process transformation, including senior-level process modelling and re-engineering responsibilities; relevant certification such as Six Sigma Black Belt is preferred.
• Must have: Deep knowledge of Lean Six Sigma principles and methodologies, with a track record of implementation.
• Must have: Experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.
• Must have: Experience designing future-state processes with AI integration points, operating model changes, and adoption approaches.
• Must have: Strong problem-solving and data-driven decision-making skills, with experience in process mining and analytics tools such as Celonis or Power Automate.
• Must have: Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive change across organizational levels.
• Good to have: Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud, and how they enable service process design.
• Good to have: Experience designing service operating models, governance structures, or organization structures for customer-facing functions.
• Good to have: Strong executive communication skills and the ability to present complex process and technology design decisions in business terms.
• Good to have: Experience contributing to business development, proposals, or RFP responses.
• Good to have: Experience in management consulting firms.
• Good to have: Lean Six Sigma certification, with Black Belt preferred.

Additional Information

• The ideal candidate combines process re-engineering expertise, customer-centric service design, AI-enabled transformation, and senior client leadership.
• The role requires the ability to design at the intersection of people, AI agents, and process while aligning outcomes for the business, customers, and employees.
• This position is based at our Bangalore or Gurgaon office.

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