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

Good 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 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.
• Apply industry or function knowledge to review and improve domain-specific reinvention designs and functional playbook content.

Professional & Technical Skills

• Must have: 4-7 years of experience in process excellence, process redesign, customer service transformation, or management consulting, with increasing independence.
• Must have: Proficiency in process modelling tools and software such as Visio, ARIS, or Signavio.
• Must have: Experience with process mining and data analytics tools such as Celonis or Power Automate.
• Must have: Working knowledge of how AI and automation integrate into business-process and customer-service design.
• Must have: Exposure to customer service or contact centre operations, including familiarity with core service metrics.
• Must have: Excellent analytical, problem-solving, and project-management skills.
• Must have: Ability to analyse data and translate findings into structured recommendations for senior review.
• Good to have: Experience in a management consulting firm.
• Good to have: Exposure to CRM or contact centre platforms such as Salesforce, Genesys, or Amazon Connect.
• Good to have: Strong analytical skills and the ability to communicate complex findings in clear business terms.
• Good to have: Experience working on proposals and contributing to business-development activities.
• Good to have: 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.
• This position is based at our Bangalore or Gurgaon office.

About Our Company | Accenture

Experience

Minimum 4 year(s) of experience is required

Educational Qualification

MBA or equivalent postgraduate degree from a Tier 1 institute

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.