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
Valuable 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 custo

📌 I&P GN (Mumbai)
🏢 Accenture
📍 Mumbai