Manager/Senior Manager - Process Design & Customer Experience - BFS

A leading organization in the Insurance / Financial Services space is looking for a high-impact Process Design & Customer Experience professional to drive large-scale process excellence, digital transformation, and CX upliftment.

This is a critical role for someone who can independently own end-to-end transformation initiatives, partner with senior stakeholders, and deliver measurable impact across CSAT, quality, productivity, and turnaround time.

Key Responsibilities

- Lead Process & Service Excellence initiatives to design best-in-class customer and agent experiences across end-to-end journeys.

- Analyze AS-IS and design TO-BE processes using Lean Six Sigma / Agile tools to improve CSAT, NPS, quality, TAT, and productivity.

- Own digital transformation at process and system level, driving automation, AI/ML, RPA, IVR, chatbot, and Conversational AI-led improvements.

- Partner with Operations, Product, Tech, and Business leaders to deliver insight-driven, scalable CX transformation programs.

- Build and present executive dashboards and insights using Power BI / Tableau / Advanced Excel, supported by VoC analytics.

- Apply structured problem-solving methodologies (Pareto, Fishbone, FMEA, RCA, Control Charts) to resolve CX and operational issues.

- Act as a change agent, ensuring seamless handover, documentation, and adoption of improved processes into operations.

Education & Certifications

- Bachelor's degree (Business / Engineering / Data Science or related)

- MBA - Preferred

- Lean Six Sigma Green/Black Belt or PMP - Mandatory

- Strong knowledge of insurance regulations and compliance

- Hands-on experience with tools like JIRA, Confluence, Visio, Lucidchart, QFD, VSM, SIPOC