#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.
Experience
Minimum 7 year(s) of experience is required
Educational Qualification
MBA or equivalent postgraduate degree from a Tier 1 institute
Bengaluru
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.