Overview
Process Lead role focused on using Voice of Customer (VoC) insights to improve customer experiences and operations. You’ll identify process gaps, translate insights into actionable changes, and drive continuous improvement across customer experience outcomes.
What you'll do
- Collect, analyze, and interpret VoC inputs including DSAT, repeats, blocking issues, and cancellations.
- Identify top customer problems and friction areas and convert them into actionable improvements.
- Review existing processes and systems to find misalignments with customer needs and expectations.
- Redesign or recommend improvements to simplify journeys and reduce effort and repeat contacts.
- Evaluate internal tools and systems from a customer lens and drive improvements for better interactions.
- Monitor key indicators such as cancellations, DSATs, repeats, and compliance and recommend improvements.
- Collaborate cross-functionally with teams including Delivery, Training, and Quality.
What you'll need
- 2+ years of relevant experience in customer experience (CX), operations, or process improvement.
- Strong data-driven approach to analyze complex datasets and derive actionable insights.
- Understanding of process mapping, process re-engineering, and continuous improvement methodologies (e.g., Lean, Six Sigma preferred).
- Ability to identify customer problems and translate insights into practical, scalable solutions.
- Experience evaluating and improving workflows, policies, and systems with a customer-centric approach.
- Strong analytical and problem-solving skills with root cause identification.
- Proficiency in data analysis and reporting tools (e.g., Excel, SQL, dashboards, BI tools like Power BI/Tableau) preferred.
Details
- Work mode: Remote.
- Location: Remote India.
Read the full description and apply on the company’s own careers page.
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