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
Positive 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 prac

📌 #ACN I&P (Bengaluru)
🏢 Accenture
📍 Bengaluru