Process Excellence Manager

About the Team

The Customer Experience (CX) Team is responsible for delivering seamless, high-quality

customer interactions. We oversee operations, partner management, process excellence,

training, quality assurance (QA), and workforce management (WFM) to enhance customer

satisfaction. Our goal is to design, implement, and continuously improve CX processes while

serving as the voice of the customer.

About the Role

As a member for Process Design, Excellence & Quality Assurance, you will design,

optimise, and govern customer experience processes to enhance operational efficiency,

service quality, and business outcomes. You will work across teams to simplify workflows,

implement automation, and establish robust quality frameworks. This role requires strong

analytical, problem-solving, and leadership skills to drive a culture of continuous

improvement.

Key Responsibilities

• Process Design and Optimisation
• Define and document new processes, including workflows, SOPs, and performance
• metrics.
• Identify inefficiencies using Lean, Six Sigma, Value Stream Mapping (VSM), and
• Business Process Reengineering (BPR) techniques.
• Drive continuous improvement initiatives to enhance efficiency and effectiveness.
• Work with Product & Engineering teams to identify automation opportunities and
• reduce customer support contacts.
• Design BOT flows and work on AI-based tools and solutions to improve customer
• experience and bring in efficiencies

Quality Assurance & Governance

Collaboration and Stakeholder Management

smooth execution of CX processes.

engagement.

across all channels and touchpoints. Establish quality standards, metrics, and

guidelines for customer interactions.

Skills & Qualifications

with 5+ years in process design.

insights.