#ACN GN - SONG - Service – Process CX – Consultant

Accenture in India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture in India seeks a Process & Customer Experience Team Lead or Consultant to drive process and service transformation engagements, assess market shifts, and shape future-state strategies blending Lean Six Sigma with AI-enabled transformation.

You will map current and future processes, design operating models, and collaborate across CRM and contact center domains, leveraging Visio/ARIS/Signavio and Celonis for analytics.

Qualifications

• Must have 4–7 years of experience in process excellence, redesign or customer service transformation.
• Proficiency with process-modelling tools such as Visio, ARIS or Signavio.
• Experience with process-mining and data-analytics tools (Celonis/Power Automate) and familiarity with AI-enabled transformation.

Responsibilities

• Use AI tools across analysis and deliverable creation, including agents and other delivery-support tools.
• Design future-state process specifications covering AI integration and operating-model changes.
• Map current-state and future-state service processes and document handoffs and channel transitions.
• Apply Lean Six Sigma methods (DMAIC, value-stream mapping, root-cause analysis).
• Develop customer journey maps and service blueprints identifying touchpoints and improvements.
• Support digital and platform solutions across operations including contact center and customer service technology.
• Build analytical frameworks using AI-assisted visualization and link process metrics to outcomes.
• Conduct benchmarking and change-impact assessments using AI-assisted tools.

Skills

Process Excellence

Process Re-engineering

Customer Service Transformation

Lean Six Sigma

Experience 4-7 years

AI & Automation awareness

Education

Lean Six Sigma Green Belt or higher

Tools

Visio

ARIS

Signavio

Celonis

Power Automate

Salesforce

Genesys

Amazon Connect

Job description

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

Job Title

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

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.