Consultant - Service Operating Model & Process Design - Process Excellence

About the Role

This role is focused on supporting service and process transformation projects by assessing shifts in market, customers, and technology, and then defining future state process and service strategies while enabling adoption. It combines process re-engineering, Lean Six Sigma rigor, and customer experience design to diagnose service friction points, quantify impacts, and create practical future-state processes, operating models, technology enablement, and AI integration plans. The candidate will prepare structured analytical deliverables to assist senior leaders in shaping transformation strategies.

Key Responsibilities

• Design detailed future-state process specifications including AI integration, operating model adjustments, human-machine interaction requirements, and workforce adoption strategies for assigned domains.
• Map and model current and desired service processes using standard notation and modeling tools, capturing handoffs, decision points, and channel transitions within the customer journey.
• Utilize Lean Six Sigma techniques such as DMAIC, value stream mapping, and root cause analysis to identify inefficiencies and quantify opportunities for process improvement.
• Create customer journey maps and service blueprints highlighting critical touchpoints, pain points, and areas to enhance experience and efficiency.
• Analyze service processes and support delivery of digital/platform solutions for operations including contact centers and customer service technologies.
• Develop analytical frameworks and perform data-driven assessments using AI-assisted visualization and analytical tools; link process metrics to customer outcomes like first contact resolution, handling time, containment, and satisfaction.
• Perform benchmarking via AI-powered industry and peer comparison tools.
• Conduct change-impact assessments leveraging AI-driven organizational analysis tools.
• Deploy relevant AI technologies across tasks and deliverables, including creating agents and tools to facilitate analysis and delivery.
• Apply domain expertise to review and refine reinvention designs and functional playbooks.

Required Qualifications & Skills

• Proficiency with process modeling software such as Microsoft Visio, ARIS, or Signavio.
• Experience using process mining and data analytics platforms like Celonis or Power Automate.
• Understanding of AI and automation integration in business processes and customer service design.
• Familiarity with customer service or contact center operations and associated service metrics.
• Strong analytical, problem-solving, and project management abilities.
• Ability to interpret data and develop structured recommendations for senior stakeholders.

Preferred Qualifications

• Prior experience working in a management consulting environment.
• Exposure to CRM or contact center platforms such as Salesforce, Genesys, or Amazon Connect.
• Capability to communicate complex analytical findings clearly in business terminology.
• Experience contributing to proposals and business development initiatives.
• Lean Six Sigma certification, preferably Green Belt or higher.

Additional Information

The ideal candidate will blend capabilities in process analysis, customer-centric service design, AI-enabled transformation, and structured recommendation development. This role encourages growth in process disciplines and expertise in designing interactions among human agents, AI agents, and processes throughout the service lifecycle.

Eligibility

Any graduate is eligible to apply.