I&P GN - Song – Service- Consultant - Process Excellence-PE

Accenture in India; Gurugram District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Accenture in India seeks a Service Operating Model & Process Design Consultant (I&P GN) to lead transformation engagements. You will assess market, customer and tech shifts and define future-state processes, operating models, and AI integration.

Expect to combine process re-engineering with customer experience design to diagnose friction and design practical improvements. You will produce structured analytical work and supporting materials to help senior practitioners shape recommendations and

Qualifications

• MBA or equivalent postgraduate degree from a Tier 1 institute.
• Minimum 4 years of experience in service operating model or process design.
• Proficiency in process modelling and analytics tools.

Responsibilities

• Design future-state process specifications with AI integration and operating model changes.
• Model current and future-state service processes; document handoffs and channels.
• Apply Lean Six Sigma methods to identify inefficiencies and quantify improvements.
• Develop customer journey maps and service blueprints to improve experience and efficiency.
• Support delivery of digital and platform solutions across contact centre operations.
• Build data-driven assessments using AI tools; connect metrics to outcomes like FCR and CSAT.
• Conduct benchmarking using AI-enabled industry and peer tools.
• Create change-impact assessments using AI-assisted analysis tools.
• Leverage AI tools for task and deliverable creation across engagements.
• Review domain knowledge to improve reinvention designs and content.

Skills

Process Excellence

Process Re-engineering

Customer Service Transformation

Lean Six Sigma

Education

MBA or equivalent postgraduate degree

Tools

Visio

ARIS

Signavio

Celonis

Power Automate

Job description

Job Description Template

Job Description Template

Job Title – Service Operating Model & Process Design – Consultant – I&P GN

Management Level : 09 - Consultant

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

Experience: Minimum 4 year(s) of experience isrequired

Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute

Job Summary:

As a Service Operating Model & Process Design 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 Sigmarigorwith 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:

• 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.
• Use relevant AI tools across tasks and deliverable creation, including creating agents and other tools that support analysis and delivery.
• Apply industry or function knowledge to review and improve domain-specific reinvention designs and functional playbook content.

Professional & Technical Skills:

Basic Qualification

• Proficiency in process modelling tools and software such as Visio, ARIS, or Signavio.
• Experience with process mining and data analytics tools such as Celonis or Power Automate.
• Working knowledge of how AI and automation integrate into business-process and customer-service design.
• Exposure to customer service or contact centre operations, including familiarity with core service metrics.
• Excellent analytical, problem-solving, and project-management skills.
• Ability to analyze data and translate findings into structured recommendations for senior review.

Preferred Qualification:

• Experience in a management consulting firm.
• Exposure to CRM or contact centre platforms such as Salesforce, Genesys, or Amazon Connect.
• Strong analytical skills and the ability to communicate complex findings in clear business terms.
• Experience working on proposals and contributing to business-development activities.
• 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.

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