Excellence in Customer Experience

1 week ago

Bengaluru, Karnataka, India beBeeCustomerExperience Full time ₹ 1,75,00,000 - ₹ 2,15,00,000

At the forefront of innovative process management, we are seeking an experienced Process Design Excellence Lead to spearhead our Customer Experience Team.

About the Role

This key position involves designing and governing customer experience processes to enhance operational efficiency, service quality, and business outcomes. The ideal candidate will possess a deep understanding of Lean methodologies and have the ability to drive continuous improvement initiatives.

Key Responsibilities:
  • Process Design & Optimization
    • Create and document new processes, including workflows, SOPs, and performance metrics.
    • Analyze inefficiencies using Six Sigma techniques and identify opportunities for improvement.
    • Collaborate with Product and Engineering teams to implement automation solutions and reduce customer support contact.
  • Quality Assurance & Governance
    • Establish quality standards, KPIs, and audit frameworks for CX processes.
    • Conduct audits, analyze customer interactions, and ensure process adherence.
    • Drive data-driven decision-making to improve service quality.
  • Collaboration & Stakeholder Management
    • Work closely with Operations, Product, Engineering, and external partners to ensure seamless execution of CX processes.
    • Provide feedback and process recommendations to enhance customer engagement.
    • Develop strategies to maintain exceptional customer service quality across all channels and touchpoints.

Requirements include a Bachelor's degree in any field, 10+ years of experience in process design, operations, or customer experience, strong stakeholder management, communication, and team leadership skills, expertise in Lean, Six Sigma, and process reengineering methodologies, and the ability to work cross-functionally with various teams.

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