Specialist - Customer Experience & Process Improvement

Design Thinking: Understands processes & data deeply and leverage design choices to explore possible outcomes and to achieve the desired outcome to benefit the organization.

Bias for Action: Can work in an ambiguous environment where sufficient data may not be available. Persists to complete tasks/responsibilities, even in the face of difficulties with optimistic and tenacious outlook.

Analysis & Decision Making: Understands financial implications for the design choices and is able to use that for making decisions. Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

Creativity & Innovation: Knowledge of innovation processes, ideation techniques , effective brainstorming methods, feasibility analysis of winning concepts and can project how potential ideas may play out in the marketplace.

Process/Project Management: Understands specific processes and principles to initiate, plan, execute and manage the way that new initiatives or changes are implemented within an organization with guardrails of Time, Cost, Scope & Quality of the output.

Teamwork & Leadership: Can work collaboratively with a variety of teams, create transparency and be able to inspire others to work toward common goals by engaging and empowering them to achieve personal, team and organizational goals.

What will you do?

Digital Transformation: Build resilient business operations with intelligence, insights and expertise to manage volatility and deliver value to customers. Overall business process architecture design and improvement with build and buy strategic choices.

Process design and management : Process mapping (Flowcharts, Swimlane diagram, value stream map etc.), Process modelling, Process risk analysis, Identify inefficient processes, define base metrics, redesign the process and benchmark to initial metrics

Process Improvement : Knowledge of Lean methodology, six sigma, business process re-engineering, DMAIC, 5Why etc...

Process Optimization : Customer journey mapping, network optimization, process automation, technology adoption and supporting product team.

Structured problem solving : Define, quantify & qualify the problem statement (structuring), including KPIs (or success metrics) (context setting), baseline the current process(es), analyze, identify gaps, constraints, dependencies & the nodes impacted. Establish trade-off(s), rapid prototyping, pilot, deployment and control.

Decision support tool kit - proficient in Excel or google spreadsheet, process mapping tools (Lucid chart or Visio); R, Python, Minitab, VBA (Excel Macros).

Qualification :

Proven track record of process design, digital transformation, stakeholder management and program management

Comfortable working in a fast-paced, dynamic work environment, which includes addressing day to day as well as long term problem statements.

Exposure to business process re-engineering, Lean/6 Sigma , customer journey mapping etc. will be added bonus

A Master's Degree in supply chain or business administration from Tier-A institutes.

A Bachelor's degree from Tier-A institutes and significant supply chain experience.