#ACN I&P - GN - SONG - Service - Operating Model & Process Design – Associate Director

As a Process and Customer Experience Manager, you will lead end-to-end process and service transformation programs, from assessing market, customer, and technology shifts through defining future-state process and service strategies and enabling adoption. You will combine process re-engineering and Lean Six Sigma with customer experience design to diagnose service friction and design practical processes, operating models, technology enablement, and AI integration.

Embed AI into future-state client design and team ways of working using appropriate AI tools and agents.

Lead future-state process specification, AI integration design, operating model changes, and adoption planning.

Lead large-scale process re-engineering and service transformation programs, owning scope, approach, timelines, resourcing, and outcomes.

Analyze existing processes to identify inefficiencies, bottlenecks, and improvement opportunities.

Apply Lean Six Sigma methodologies including DMAIC and DMADV and establish KPIs for process effectiveness and customer impact.

Design future-state customer service models covering channels, self-service, containment, omnichannel orchestration, governance, and ways of working.

Run client discovery workshops and stakeholder interviews, present recommendations to senior leadership, and manage client relationships and issue resolution.

Maintain knowledge of CCaaS, CRM, case management, AI, and automation and advise how technology choices shape service design.

Contribute to business development and coach junior practitioners.

7-12 years of experience in process excellence, process redesign, customer service transformation, or management consulting.

Ability to lead client discovery workshops and present recommendations to senior leadership.

Experience in process transformation, process modelling, and re-engineering; Six Sigma Black Belt is preferred.

Deep knowledge of Lean Six Sigma and experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.

Experience designing future-state processes with AI integration, operating model changes, and adoption approaches.

Experience with process mining and analytics tools such as Celonis or Power Automate.

Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud.

Leadership, communication, executive presentation, problem-solving, and data-driven decision-making skills.

The ideal candidate combines process re-engineering, customer-centric service design, AI-enabled transformation, and senior client leadership.

The role requires designing at the intersection of people, AI agents, and process.

The source specifies Bangalore or Gurgaon as the office base.

About Our Company | Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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