I&P GN - Song – Service- Consultant - Process Excellence-PE
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
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.
Experience: Minimum 4 year(s) of experience is required
Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute
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