Copywriter Specialist

Accenture India Private Limited; Bengaluru; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Accenture is seeking a Process & Customer Experience Manager to lead end-to-end transformation programs across multiple locations in India. You will combine process re-engineering with AI-enabled design to diagnose service friction, define future-state operations, and enable adoption across channels and platforms.

The role emphasizes Lean Six Sigma, client workshops, and senior stakeholder engagement to deliver measurable customer impact and scalable operating models.

Qualifications

• 7-12 years of experience in process excellence, redesign, or customer service transformation.
• Experience leading client discovery workshops and presenting to senior leadership.
• Six Sigma Black Belt preferred; experience with AI-assisted tooling for benchmarking or workshops.

Responsibilities

• Embed AI into future-state client design and team ways of working.
• Lead future-state process specification, AI integration design, and adoption planning.
• Drive large-scale process re-engineering and service transformation programs; manage scope, timeline, and outcomes.
• Analyze existing processes to identify inefficiencies and bottlenecks for improvement.
• Apply Lean Six Sigma and establish KPIs for process effectiveness and customer impact.
• Design future-state customer service models across channels, omnichannel orchestration, and governance.
• Conduct client discovery workshops, present recommendations, and manage client relationships.

Skills

Process Excellence

Process Re-engineering

Customer Service Transformation

Lean Six Sigma

AI-enabled Design

Process Mining

CCaaS

CRM Platforms

Tools

Celonis

Power Automate

Genesys

Amazon Connect

Salesforce Service Cloud

Job description

#ACN I&P - GN - SONG - Service - Operating Model & Process Design - Manager Job Description

Job Title Process & Customer Experience + Manager + I&P 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 with customer experience design to diagnose service friction and design practical processes, operating models, technology enablement, and AI integration.

Roles & Responsibilities

• Embed AI into future-state client design and team ways of working using appropriate AI tools and agents.
• Lead future-state process specification, AI integration design, operating model changes, and adoption planning.
• Lead large-scale process re-engineering and service transformation programs, owning scope, approach, timelines, resourcing, and outcomes.
• Analyze existing processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Apply Lean Six Sigma methodologies including DMAIC and DMADV and establish KPIs for process effectiveness and customer impact.
• Design future-state customer service models covering channels, self-service, containment, omnichannel orchestration, governance, and ways of working.
• Run client discovery workshops and stakeholder interviews, present recommendations to senior leadership, and manage client relationships and issue resolution.
• Maintain knowledge of CCaaS, CRM, case management, AI, and automation and advise how technology choices shape service design.
• Contribute to business development and coach junior practitioners.

Professional & Technical Skills

• 7-12 years of experience in process excellence, process redesign, customer service transformation, or management consulting.
• Ability to lead client discovery workshops and present recommendations to senior leadership.
• Experience in process transformation, process modelling, and re-engineering; Six Sigma Black Belt is preferred.
• Deep knowledge of Lean Six Sigma and experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.
• Experience designing future-state processes with AI integration, operating model changes, and adoption approaches.
• Experience with process mining and analytics tools such as Celonis or Power Automate.
• Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud.
• Leadership, communication, executive presentation, problem-solving, and data-driven decision-making skills.

Additional Information The ideal candidate combines process re‑engineering, customer‑centric service design, AI-enabled transformation, and senior client leadership. The role requires designing at the intersection of people, AI agents, and process. The source specifies Bangalore or Gurgaon as the office base.

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