Job Title

Process & Customer Experience + Team Lead / Consultant + I&P

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 or Consultant, you will support process and service transformation engagements, assess market, customer, and technology shifts, and help define future-state process and service strategies. You will combine process re-engineering, Lean Six Sigma, customer experience design, analytics, operating-model design, technology enablement, and AI integration.

Roles & Responsibilities

• Use relevant AI tools across analysis and deliverable creation, including agents and other delivery-support tools.
• Design future-state process specifications covering AI integration, operating model changes, human-machine interaction requirements, and workforce adoption.
• Map current-state and future-state service processes and document handoffs, decision points, and channel transitions.
• Apply Lean Six Sigma methods including DMAIC, value-stream mapping, and root-cause analysis.
• Develop customer journey maps and service blueprints that identify touchpoints, friction, and improvement opportunities.
• Support digital and platform solutions across operations, including contact center and customer service technology.
• Build analytical frameworks using AI-assisted visualization and connect process metrics to customer outcomes.
• Conduct benchmarking and change-impact assessments using AI-assisted tools.

Professional & Technical Skills

• 4-7 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Proficiency in process-modelling tools such as Visio, ARIS, or Signavio.
• Experience with process-mining and data-analytics tools such as Celonis or Power Automate.
• Working knowledge of AI and automation integration into business-process and customer-service design.
• Exposure to customer service or contact center operations and core service metrics.
• Analytical, problem-solving, project-management, and recommendation-development skills.
• Exposure to CRM or contact center platforms such as Salesforce, Genesys, or Amazon Connect.
• Lean Six Sigma Green Belt or above is preferred.

Additional Information

• The ideal candidate combines process-analysis capability, customer-centric service design, AI-enabled transformation, and structured recommendation development.
• The role requires growing fluency in designing interactions among people, AI agents, and processes.
• The source specifies Bangalore or Gurgaon as the office base.

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.