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

Job Description

Job Title

Process & Customer Experience + Manager + I&P

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 with customer experience design to diagnose service friction and design practical processes, operating models, technology enablement, and AI integration.

Roles & Responsibilities

• Embed AI into future-state client design and team ways of working using appropriate AI tools and agents.
• Lead future-state process specification, AI integration design, operating model changes, and adoption planning.
• Lead large-scale process re-engineering and service transformation programs, owning scope, approach, timelines, resourcing, and outcomes.
• Analyze existing processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Apply Lean Six Sigma methodologies including DMAIC and DMADV and establish KPIs for process effectiveness and customer impact.
• Design future-state customer service models covering channels, self-service, containment, omnichannel orchestration, governance, and ways of working.
• Run client discovery workshops and stakeholder interviews, present recommendations to senior leadership, and manage client relationships and issue resolution.
• Maintain knowledge of CCaaS, CRM, case management, AI, and automation and advise how technology choices shape service design.
• Contribute to business development and coach junior practitioners.
  
  

Professional & Technical Skills

• 7-12 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Ability to lead client discovery workshops and present recommendations to senior leadership.
• Experience in process transformation, process modelling, and re-engineering; Six Sigma Black Belt is preferred.
• Deep knowledge of Lean Six Sigma and experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.
• Experience designing future-state processes with AI integration, operating model changes, and adoption approaches.
• Experience with process mining and analytics tools such as Celonis or Power Automate.
• Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud.
• Leadership, communication, executive presentation, problem-solving, and data-driven decision-making skills.
  
  

Additional Information

• The ideal candidate combines process re-engineering, customer-centric service design, AI-enabled transformation, and senior client leadership.
• The role requires designing at the intersection of people, AI agents, and process.
• The source specifies Bangalore or Gurgaon as the office base.
  
  

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