JOB DESCRIPTION

Position/Designation : Manager/ Sr. Manager Process Design - Customer Experience

Department/Function : Customer Experience

Location : Mumbai

Reporting To : AVP

Job Summary :

The Process Design Specialist will be responsible for driving the improvement agenda across the vertical, working in close collaboration with senior stakeholders, including clients. This role ensures seamless execution of functional and vertical objectives, aligned with global charters focused on optimization, productivity enhancement, customer-centricity, and experience elevation. By leveraging continuous improvement initiatives and transformative strategies, the Specialist will focus on enhancing key customer- facing metrics such as CSAT, quality, turnaround time. Internally, the aim will be to improve productivity, accuracy, quality, and resource utilization through the application of Lean Six Sigma or agile methodologies and by embedding a strong culture of process excellence across the organization

List The Duties and Responsibilities

Process Analysis & Optimization:

- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight

- Conduct thorough analysis of current business processes to identify inefficiencies and areas for improvement.

- Develop and implement process optimization strategies to enhance productivity, quality, and efficiency

- Define, track, and report key performance indicators (KPIs) to measure the effectiveness of process improvements.

- Create and present reports and dashboards that provide actionable insights to management and stakeholders.

- Evaluate AS IS and TO-BE transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools, Customer Journey, Agent Journey to determine Gaps, Opportunities and optimize process performance & Leads handover process and documentation to Operation

- Create detailed process maps using tools such as Visio, Lucid chart, or similar software

Digital Transformation - Experience

- Be independent and sole owner of digital transformation Improvement at process and system level and act as change agent for each assigned improvement / Transformation

- Own digital experience enhancement opportunities of new programs, strategic partnerships, existing journeys at all Moments of Truth for large scale transformation projects.

- Work collaboratively with the leadership team, Portfolio Owner, Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) agenda and deliver on it by designing and executing programs to bring Transformational Opportunities, Elevate Customer experience and deliver Business Values using established tools and framework.

- Partner with Operations, Product, Tech, and Service teams to co-create solutions and ensure implementation of insight-driven improvements.

- Exposure on IVR tree, Chat bot, Conversational AI, Agentic AI model, communication medium setup.

- Awareness of Integration Architecture (API, Webhooks, Message Queue, ECR), strategizing AI/ML - RPA engines, BRE creation, system enhancement, CI/CD pipeline, Schema Diagram, Data Rep, UI conditioning

- Familiar with LSS / Agile / PMP tools and methodologies like JIRA, Confluence, QFD, VSM, SIPOC etc.

Customer Insights and Market Analytics

- Analyze CSAT, NPS, verbatim feedback, complaints, and escalation trends to identify actionable insights and root causes impacting customer experience.

- Conduct structured benchmarking with direct and indirect industry players to identify emerging trends, best practices, and service differentiators.

- Build and maintain VoC dashboards that consolidate feedback from multiple sources and highlight actionable areas to leadership.

- Derive trends, track abnormalities, identify red flags in output metrices to support data-driven decision- making

- Apply Six Sigma techniques such as Pareto Analysis, Fishbone Diagrams, FMEA, Control Charts, and Root Cause Analysis for structured problem-solving.

- Collaborate with IT and data teams to ensure data integrity and availability for analysis

- Synthesize insights and improvement recommendations into executive-level presentations with measurable impact.

- Stay updated on industry trends and best practices in process improvement and data analytics to drive the adoption of cutting-edge techniques and tools.

Experience Required:

- 5-7 years' experience in digital transformation, process excellence

- Strong understanding of Insurance space

- Self-Starter, Proactive Mindset - Dedicated to create high impact value is non-negotiable

- Strong Analytical & Strategic mindset: Ability to smartly analyze complex data sets and derive actionable insights using data viz tools such as tableau, power BI, advance excel.

- Process Improvement: Proven experience in process analysis, mapping, and optimization methodologies such as Lean Six Sigma, Agile Eagle-eye view for "manual to automation" opportunity

Academics:

- Bachelor's degree in a Business, Engineering, Data Science, or a related field.

- MBA - Preferred

- Knowledge of Insurance regulations and compliance standards.

- Lean Six Sigma Green/Black Belt or PMP- is must

- Knowledge of project management tools, software, framework is must

Skills, Abilities and Competencies

- Problem Solving: Creative and strategic thinker with a proactive approach to problem-solving.

- Comfortable with smart usage of AI tools as a co-pilot for relevant, structured, effective and quick outputs

- Effective presentation skills - both written and verbal.