Job Description

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.