Head – Process Excellence (Customer Experience)

Head – Process Excellence (Customer Experience)

Location: Bangalore
Department: Customer Experience
Experience: 10+ Years

Role Overview

We are looking for an experienced leader to drive Process Design, Operational Excellence, and Quality Assurance initiatives across customer experience functions. This role focuses on improving customer journeys, reducing operational inefficiencies, and enhancing service quality through structured process improvements and data-driven decision making.

Key Responsibilities

Process Design & Optimization

• Design and optimize end-to-end customer experience processes, SOPs, SLAs, and workflows
• Drive continuous process improvements using Lean, Six Sigma, Kaizen, Value Stream Mapping (VSM), and Business Process Reengineering (BPR) methodologies
• Identify opportunities to streamline workflows and reduce manual interventions

Customer Experience Transformation

• Lead initiatives to simplify customer journeys and improve overall service quality
• Drive contact reduction strategies to reduce repeat issues and customer effort
• Improve key CX metrics including CSAT, NPS, FCR, resolution rate, and contact-per-customer ratios

Automation & AI Enablement

• Identify automation opportunities and support implementation of AI-enabled workflows, bots, and guided journeys
• Partner with Product, Technology, Operations, and Vendor teams to enable scalable process improvements

Quality & Continuous Improvement

• Conduct RCA, CAPA, VOC analysis, and defect trend analysis to identify improvement areas
• Collaborate with Quality Assurance teams to convert audit insights into long-term process improvements
• Establish process governance and performance tracking frameworks

Stakeholder Collaboration

• Work cross-functionally with Product, Tech, Operations, and Vendor teams to ensure seamless delivery of CX initiatives
• Drive alignment across teams to ensure consistent and scalable process standards

Required Skills & Qualifications

• 10+ years of experience in Process Excellence, Customer Experience, Service Quality, or Operations Excellence
• Minimum 5 years of experience in process design, process improvement, or process reengineering initiatives
• Strong expertise in Lean, Six Sigma, Kaizen, Value Stream Mapping (VSM), and process excellence frameworks
• Proven track record of improving CX metrics and operational efficiency
• Strong analytical, problem-solving, and stakeholder management skills
• Ability to lead cross-functional initiatives and drive organizational change

Preferred Qualifications

• Certification in Lean, Six Sigma, or Quality frameworks
• Experience working with automation or AI-driven workflow improvements