Job Description

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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