Customer Experience Optimization:
- Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
- Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.
Process Improvement Projects:
- Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
- Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.
Automation and Digitization:
- Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
- Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.
AI-Driven Innovation:
- Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
- Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.
Leadership and Stakeholder Management:
- Act as a change agent, fostering a culture of continuous improvement and innovation.
- Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
- Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.
Performance Metrics and Reporting:
- Develop dashboards and reports to track the performance of improvement initiatives.
- Monitor ROI for projects and ensure alignment with organizational goals.
Qualifications and Skills:
- Bachelor s degree in Business Administration, Engineering, or a related field (Master s degree preferred).
- Certified Lean Six Sigma Black Belt (mandatory).
- 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
- Strong understanding of customer experience metrics and journey mapping.
- Experience with automation tools (e.g., RPA) and AI solutions.
- Excellent leadership, problem-solving, and stakeholder management skills.
- Ability to handle complex projects in a fast-paced, dynamic environment.
