I&P GN - Song – Service- Consultant - Process Excellence-PE

About this opportunity

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.

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