Consultant, Process Excellence-PE

About the Role

As a Service Operating Model & Process Design Consultant, you will support process and service transformation engagements. You will combine process re-engineering and Lean Six Sigma rigor with customer experience design to diagnose service friction, quantify its impact, and design practical future-state processes, operating models, technology enablement, and AI integration. You will produce structured analytical work and supporting materials that enable senior practitioners to shape transformation recommendations.

Key Responsibilities

• Design future-state process specifications covering AI integration points, operating model changes, human-machine interaction requirements, and workforce adoption approaches for the assigned domain.
• Map and model current-state and future-state service processes using structured notation and modelling tools; document handoffs, decision points, and channel transitions across the customer journey.
• Apply Lean Six Sigma methods, including DMAIC, value stream mapping, and root cause analysis, to identify service-process inefficiencies and quantify improvement opportunities.
• Develop customer journey maps and service blueprints that identify key touchpoints, friction points, and opportunities to improve experience and efficiency.
• Conduct process analysis and support the delivery of digital and platform solutions across operations, including contact centre and customer service technology.
• Build analytical frameworks and data-driven assessments using AI-assisted visualization and analysis tools; connect process metrics to customer outcomes such as first contact resolution, handling time, containment, and satisfaction.
• Conduct benchmarking analysis using AI-accelerated industry and peer-comparison tools.
• Develop change-impact assessments using AI-assisted organizational analysis tools.
• Use relevant AI tools across tasks and deliverable creation, including creating agents and other tools that support analysis and delivery.
• Apply industry or function knowledge to review and improve domain-specific reinvention designs and functional playbook content.

Requirements & Tech Stack

• Proficiency in process modelling tools and software such as Visio, ARIS, or Signavio.
• Experience with process mining and data analytics tools such as Celonis or Power Automate.
• Working knowledge of how AI and automation integrate into business-process and customer-service design.
• Exposure to customer service or contact centre operations, including familiarity with core service metrics.
• Excellent analytical, problem-solving, and project-management skills.
• Ability to analyze data and translate findings into structured recommendations for senior review.
• Experience in a management consulting firm.
• Exposure to CRM or contact centre platforms such as Salesforce, Genesys, or Amazon Connect.
• Strong analytical skills and the ability to communicate complex findings in clear business terms.
• Experience working on proposals and contributing to business-development activities.
• Lean Six Sigma certification, with Green Belt or above preferred.

Qualifications

• Process Excellence
• Process Re-engineering
• Customer Service Transformation
• Lean Six Sigma
• Customer Experience Design
• AI-enabled Process Design
• Process Mining
• CCaaS
• CRM
• Operating Model Design
• The ideal candidate combines process-analysis capability, customer-centric service design, AI-enabled transformation, and the ability to develop structured recommendations.
• The role requires growing fluency in process disciplines and the ability to design interactions among people, AI agents, and processes across the service journey.