Job Description

Job Description Template

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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