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Head – Process Excellence (Customer Experience)
Full-time
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 initi
