JOB DESCRIPTION
Job Title
Process & Customer Experience - Manager - S&C;
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
Valuable 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 rigour 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 lead teams and engage senior client stakeholders to deliver measurable business and customer outcomes.
Roles & Responsibilities




- Embed AI into future-state client design and team ways of working by using appropriate AI tools and strategically creating agents to support deliverable development.
- Lead future-state process specification, AI integration design, operating model changes, and adoption planning for clients.
- Lead large-scale process re-engineering and service transformation programs from conception through implementation, with ownership of scope, approach, timelines, resourcing, and outcomes.
- Conduct in-depth analysis of existing business processes to identify inefficiencies, bottlenecks, and improvement opportunities.
- Drive the application of Lean Six Sigma methodologies, including DMAIC and DMADV, and establish KPIs that measure process effectiveness and customer impact.
- Design future-state customer service models covering channel strategy, self-service and containment, omnichannel orchestration, governance, and ways of working.
- Run cli

📌 #ACN GN (Bengaluru)
🏢 Accenture
📍 Bengaluru