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

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 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 client discovery workshops and stakeholder interviews; present and defend recommendations to senior client leadership; manage day-to-day client relationships and issue resolution.
• Drive benchmarking analysis and change-impact assessments grounded in an understanding of the client industry.
• Connect the operating model to future-state processes to create practical and credible transformation approaches.
• Maintain working knowledge of the customer service technology landscape, including CCaaS, CRM, case management, AI, and automation, and advise clients on how technology choices shape process and service design.
• Contribute to business development by qualifying opportunities and co-authoring proposals.
• Coach junior practitioners on process redesign, journey design, domain-specific trend assessment, and operating model design.

Professional & Technical Skills

• Must have: 7-12 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Must have: Demonstrated ability to lead client discovery workshops and present recommendations to senior leadership.
• Must have: Extensive experience in process transformation, including senior-level process modelling and re-engineering responsibilities; relevant certification such as Six Sigma Black Belt is preferred.
• Must have: Deep knowledge of Lean Six Sigma principles and methodologies, with a track record of implementation.
• Must have: Experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.
• Must have: Experience designing future-state processes with AI integration points, operating model changes, and adoption approaches.
• Must have: Strong problem-solving and data-driven decision-making skills, with experience in process mining and analytics tools such as Celonis or Power Automate.
• Must have: Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive change across organizational levels.
• Good to have: Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud, and how they enable service process design.
• Good to have: Experience designing service operating models, governance structures, or organization structures for customer-facing functions.
• Good to have: Strong executive communication skills and the ability to present complex process and technology design decisions in business terms.
• Good to have: Experience contributing to business development, proposals, or RFP responses.
• Good to have: Experience in management consulting firms.
• Good to have: Lean Six Sigma certification, with Black Belt preferred.

Additional Information

• The ideal candidate combines process re-engineering expertise, customer-centric service design, AI-enabled transformation, and senior client leadership.
• The role requires the ability to design at the intersection of people, AI agents, and process while aligning outcomes for the business, customers, and employees.
• This position is based at our Bangalore or Gurgaon office.

About Our Company | Accenture

Experience

Minimum 7 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.