Head – Process Excellence (Customer Experience)
Location: Bangalore
Department: Customer Experience
Experience: 10+ Years
Role Overview
We are looking for an experienced leader to drive Process Design, Operational Excellence, and Quality Assurance initiatives across customer experience functions. This role focuses on improving customer journeys, reducing operational inefficiencies, and enhancing service quality through structured process improvements and data-driven decision making.
Key Responsibilities
Process Design & Optimization
- Design and optimize end-to-end customer experience processes, SOPs, SLAs, and workflows
- Drive continuous process improvements using Lean, Six Sigma, Kaizen, Value Stream Mapping (VSM), and Business Process Reengineering (BPR) methodologies
- Identify opportunities to streamline workflows and reduce manual interventions
Customer Experience Transformation
- Lead initiatives to simplify customer journeys and improve overall service quality
- Drive contact reduction strategies to reduce repeat issues and customer effort
- Improve key CX metrics including CSAT, NPS, FCR, resolution rate, and contact-per-customer ratios
Automation & AI Enablement
- Identify automation opportunities and support implementation of AI-enabled workflows, bots, and guided journeys
- Partner with Product, Technology, Operations, and Vendor teams to enable scalable process improvements
Quality & Continuous Improvement
- Conduct RCA, CAPA, VOC analysis, and defect trend analysis to identify improvement areas
- Collaborate with Quality Assurance teams to convert audit insights into long-term process improvements
- Establish process governance and performance tracking frameworks
Stakeholder Collaboration
- Work cross-functionally with Product, Tech, Operations, and Vendor teams to ensure seamless delivery of CX initiatives
- Drive alignment across teams to ensure consistent and scalable process standards
Required Skills & Qualifications
- 10+ years of experience in Process Excellence, Customer Experience, Service Quality, or Operations Excellence
- Minimum 5 years of experience in process design, process improvement, or process reengineering initiatives
- Strong expertise in Lean, Six Sigma, Kaizen, Value Stream Mapping (VSM), and process excellence frameworks
- Proven track record of improving CX metrics and operational efficiency
- Strong analytical, problem-solving, and stakeholder management skills
- Ability to lead cross-functional initiatives and drive organizational change
Preferred Qualifications
- Certification in Lean, Six Sigma, or Quality frameworks
- Experience working with automation or AI-driven workflow improvements
