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

Accenture; Mumbai City; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Accenture is seeking a Service Operating Model & Process Design Consultant (I&P GN) in India with 4+ years of experience to lead process-design engagements across AI-enabled transformation and customer service platforms.

The role focuses on mapping current and future state service processes, applying Lean Six Sigma, and delivering structured recommendations that improve first-contact resolution, handling time, containment, and customer satisfaction. Location includes multiple Indian cities.

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 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.

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 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

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.

About Our Company | Accenture

Experience: Minimum 4 year(s) of experience isrequired

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

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