I&P GN - Song – Service- Consultant - Process Excellence-PE

I&P GN - Song – Service- Consultant - Process Excellence-PE

Job Title – Service Operating Model & Process Design – Consultant – I&P GN 

Management Level : 09 - Consultant  

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 

Experience: Minimum 4 year(s) of experience is required  

Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute  

Job Summary:  
As a Service Operating Model & Process Design 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 rigor 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:  
- 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. 
- Use relevant AI tools across tasks and deliverable creation, including creating agents and other tools that support analysis and delivery. 

- Apply industry or function knowledge to review and improve domain-specific reinvention designs and functional playbook content. 

Professional & Technical Skills:  
Basic Qualification:  
- Proficiency in process modelling tools and software such as Visio, ARIS, or Signavio.  
- Experience with process mining and data analytics tools such as Celonis or Power Automate. 
- Working knowledge of how AI and automation integrate into business-process and customer-service design. 
- Exposure to customer service or contact centre operations, including familiarity with core service metrics.  
- Excellent analytical, problem-solving, and project-management skills. 
- Ability to analyze data and translate findings into structured recommendations for senior review. 
Preferred Qualification: 
- Experience in a management consulting firm. 
- Exposure to CRM or contact centre platforms such as Salesforce, Genesys, or Amazon Connect.  
- Strong analytical skills and the ability to communicate complex findings in clear business terms. 

- Experience working on proposals and contributing to business-development activities. 
- 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. 

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