About the Role:

As Lead Process Design, Excellence & Quality Assurance, you will own the end-to-end design, optimisation, and governance of customer experience processes across all categories. Your mandate is to enhance operational efficiency, reduce customer effort, and strengthen service quality by building scalable processes, improving resolution effectiveness, and driving continuous improvement through structured frameworks.

You will work cross-functionally with Operations, Product, Tech, Partner Teams, and vendors to streamline workflows, implement automation, reduce contact rates, and deliver superior customer outcomes. This role requires strong analytical expertise, problem-solving capabilities, and leadership to champion a culture of excellence.

Key Responsibilities:

Process Design, Excellence & Continuous Improvement:

- Define, design, and document end-to-end processes including workflows, SOPs, SLAs, and success metrics.

- Conduct Value Stream Mapping (VSM) across all categories to identify bottlenecks, reduce waste, and remove inefficiencies.

- Drive continuous improvement using Lean, Six Sigma, Kaizen, and BPR methodologies.

- Lead L2 process management, ensuring escalation workflows are well-structured and resolution-oriented.

- Partner with Product & Engineering to identify automation opportunities, simplify complex journeys, and reduce manual interventions.

- Support development of BOT flows, guided workflows, and AI-enabled solutions to enhance CX efficiency.

- Improve service quality using data-driven insights, structured RCA, CAPA, and behavioural analysis.

- Maintain, update, and ensure governance of all SOPs, ensuring they reflect the latest product, policy, and compliance requirements.

Contact Reduction & Customer Effort Optimisation:

- Lead cross-functional initiatives to reduce contact rates by identifying top drivers and implementing structured long-term solutions.

- Conduct deep-dive analysis of VOC, repeat interactions, breakdown points, and support leakage.

- Partner closely with Product, Ops, and Tech teams to implement solutions that reduce customer friction and prevent avoidable contacts.

- Own Contact Management, ensuring all categories maintain healthy contact-per-order/customer metrics through proactive improvements.

CX Metrics Ownership & Service Outcome Improvement:

- Drive improvements in CSAT, Resolution Rate, NPS, FCR, and other core service metrics through targeted process interventions.

- Conduct Resolution Rate/CSAT analysis to identify root causes of dissatisfaction and drive corrective action.

- Build playbooks and structured action plans to improve customer sentiment and reduce dissatisfaction drivers.

- Collaborate with cross-functional teams to ensure issue resolution is consistent, timely, and aligned with customer expectations.

Cross-Functional Collaboration & Stakeholder Management:

- Work with Operations, Product, Engineering, Risk, and Vendor teams to ensure seamless implementation of process changes and customer-impacting features.

- Track and manage Product asks, ensuring prioritisation, clarity, and timely closure of requirements linked to CX efficiency and contact reduction.

- Provide stakeholders with insights and structured recommendations to enhance the customer experience across all touchpoints.

- Collaborate with external partners and vendors to ensure alignment with process standards and quality guidelines.

Quality Assurance & Governance:

- Work closely with the Quality Assurance team to identify process gaps, opportunities for improvement, and efficiency levers across all customer interaction workflows.

- Partner with QA to analyse audit findings, behavioural patterns, and defect trends to drive structured fixes and long-term improvements.

- Ensure QA insights are translated into actionable process changes, SOP updates, and training interventions.

- Collaborate on calibration rhythms and feedback loops to strengthen consistency, compliance, and process adherence across teams and partners.

Skills & Qualifications:

- Bachelors degree in any discipline; advanced certifications in Lean, Six Sigma, or Quality preferred.

- 10+ years of experience in Process Design, CX, Operations Excellence or Service Quality;

5+ years specifically in process design or reengineering.

- Expertise in Lean, Six Sigma, Kaizen, VSM, and process reengineering methodologies.

- Proven experience in designing workflows, SOPs, and scalable operational processes.

- Strong analytical skills with the ability to interpret data and derive actionable insights.

- Demonstrated success in improving CSAT, NPS, Resolution Rates, and other CX metrics.

- Experience working cross-functionally with Product, Engineering, Operations, and Vendor teams.

- Strong stakeholder management, communication, and team leadership abilities.