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

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

JOB DESCRIPTION

Job Title

Process & Customer Experience - Team Lead/Consultant - S&C

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/Consultant, you will support process and service transformation engagements, 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 produce structured analytical work and supporting materials that enable senior practitioners to shape transformation recommendations.

Roles & Responsibilities

• Use relevant AI tools across tasks and deliverable creation, including creating agents and other tools that support analysis and delivery.
• Design future-state process specifications covering AI integration points, operating model changes, human-machine interaction requirements, and workforce adoption approaches for the assigned domain.
• Map and model current-state and future-state service processes using structured notation and modelling tools; document handoffs, decision points, and channel transitions across the customer journey.
• Apply Lean Six Sigma methods, including DMAIC, value stream mapping, and root cause analysis, to identify service-process inefficiencies and quantify improvement opportunities.
• Develop customer journey maps and service blueprints that identify key touchpoints, friction points, and opportunities to improve experience and efficiency.
• Conduct process analysis and support the delivery of digital and platform solutions across operations, including contact centre and customer service technology.
• Build analytical frameworks and data-driven assessments using AI-assisted visualization and analysis tools; connect process metrics to customer outcomes such as first contact resolution, handling time, containment, and satisfaction.
• Conduct benchmarking analysis using AI-accelerated industry and peer-comparison tools.
• Develop change-impact assessments using AI-assisted organizational analysis tools.
• Apply industry or function knowledge to review and improve domain-specific reinvention designs and functional playbook content.

Professional & Technical Skills

• Must have: 4-7 years of experience in process excellence, process redesign, customer service transformation, or management consulting, with increasing independence.
• Must have: Proficiency in process modelling tools and software such as Visio, ARIS, or Signavio.
• Must have: Experience with process mining and data analytics tools such as Celonis or Power Automate.
• Must have: Working knowledge of how AI and automation integrate into business-process and customer-service design.
• Must have: Exposure to customer service or contact centre operations, including familiarity with core service metrics.
• Must have: Excellent analytical, problem-solving, and project-management skills.
• Must have: Ability to analyse data and translate findings into structured recommendations for senior review.
• Good to have: Experience in a management consulting firm.
• Good to have: Exposure to CRM or contact centre platforms such as Salesforce, Genesys, or Amazon Connect.
• Good to have: Strong analytical skills and the ability to communicate complex findings in clear business terms.
• Good to have: Experience working on proposals and contributing to business-development activities.
• Good to have: Lean Six Sigma certification, with Green Belt or above preferred.

Additional Information

• The ideal candidate combines process-analysis capability, customer-centric service design, AI-enabled transformation, and the ability to develop structured recommendations.
• The role requires growing fluency in process disciplines and the ability to design interactions among people, AI agents, and processes across the service journey.
• This position is based at our Bangalore or Gurgaon office.

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