Process Innovation Director

24 hours ago

Mumbai, Maharashtra, India beBeeExcellence Full time ₹ 25,00,000 - ₹ 30,00,000

Customer Experience Visionary

  • Ambitious customer experience leader is needed to propel our brand forward.

We are looking for a highly skilled professional to drive process excellence and customer delight metrics. This individual will re-imagine and build scalable processes that enhance customer success and satisfaction.

Key Responsibilities:

  1. Develop a deep understanding of the customer journey, identifying areas of friction and opportunity for improvement.
  2. Establish a customer-centric approach, focusing on NPS, CSAT, CES, and first-contact resolution.
  3. Create playbooks for service recovery and after-sales engagement, prioritizing customer delight.
  4. Innovate across touchpoints to ensure seamless customer interactions.

Requirements:

  • Tier-1 MBA with 5-8 years' experience in management consulting or process excellence roles.
  • Strong expertise in Lean, Six Sigma, Design Thinking, and journey mapping.
  • Proven track record of driving large-scale process improvements with measurable impact.
  • Excellent stakeholder management and collaboration skills.
  • Advanced analytical mindset with proficiency in Excel/SQL/Tableau/BI tools.

What We Offer:

  • A high-impact role with direct visibility to leadership.
  • The opportunity to own end-to-end customer experience strategy at a fast-scaling brand.
  • A dynamic work culture with freedom to experiment and implement new ideas.

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