JOB DESCRIPTION

Job Title

Process & Customer Experience - Team Lead/Consultant - S&C;

Management Level

09 - Team Lead/Consultant

Location

Bangalore, Gurgaon, Mumbai, Pune, Chennai, Hyderabad

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 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 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 produce
structured analytical work and supporting materials that enable senior




practitioners to shape transformation recommendations.

Roles & Responsibilities

* Use relevant AI tools across tasks and deliverable creation, including
creating agents and other tools that support analysis and delivery.
* 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 experienc

📌 #ACN GN (Bengaluru)
🏢 Accenture
📍 Bengaluru