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

Accenture PLC; India; Remote; INR 900,000 - 1,500,000; Full time

Job summary

Accenture PLC in India is looking for a Service Operating Model & Process Design Consultant to support transformation engagements, assessing market, customer, and technology shifts to define future-state processes and operating models. You will employ Lean Six Sigma and AI-enabled design to diagnose friction, quantify impact, and craft practical, data-driven recommendations for senior stakeholders.

You will collaborate across functions to map current and future processes, design engaging

Qualifications

• 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 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.

Responsibilities

• Design future-state process specifications for AI integration and operating model changes.
• Map current-state and future-state service processes and document handoffs, decision points, and channel transitions across the customer journey.
• Apply Lean Six Sigma methods to identify service-process inefficiencies and quantify improvement opportunities.
• Develop customer journey maps and service blueprints that identify key touchpoints and opportunities to improve experience and efficiency.
• Conduct process analysis and support delivery of digital and platform solutions across operations including contact centre technology.
• Build analytical frameworks and data-driven assessments using AI-assisted visualization and analysis tools.

Skills

Process Excellence

Process Re-engineering

Customer Service Transformation

Lean Six Sigma

Education

MBA or equivalent postgraduate degree from a Tier 1 institute

Tools

Visio

ARIS

Signavio

Celonis

Power Automate

Salesforce

Genesys

Amazon Connect

Job description

Job Description Template

Job Title – ServiceOperating 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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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.