Process and Operational Excellence Manager – Customer Experience (CX)

Role Overview

This role is focused on enhancing customer experience by optimizing customer-facing processes within the organization, with a key emphasis on streamlining journeys such as Amendment and Deregistration.

Core Responsibilities

• Lead comprehensive mapping and redesign of customer journeys, particularly Amendment and Deregistration, identifying pain points and improving workflows.
• Create improved future-state journey designs focused on eliminating friction, reducing manual interventions, and enabling seamless self-service wherever possible.
• Extend optimization efforts to other journeys including registration, renewal, visa, and licensing, balancing exceptional customer service with operational efficiency, compliance, and cost control.
• Serve as the primary business process owner for Salesforce-related workflows, translating customer experience goals into actionable process and system requirements.
• Enhance Salesforce-based workflows and case management tools, coordinating closely with IT and Salesforce technical teams to ensure accurate implementation of designed processes.
• Develop and enforce process controls, data capture strategies, and automation opportunities within Salesforce, ensuring integration with SAP ERP and external government systems.
• Establish key customer experience and operational metrics such as CSAT, NPS, CES, turnaround times, first-contact resolution rates, and journey completion statistics, monitoring performance and recommending improvements.
• Perform detailed operational analyses including Day In the Life Of studies for customer-facing teams to identify efficiency gains.
• Create dashboards and presentations for senior management to aid informed decisions regarding CX and operations.
• Apply Lean Six Sigma and process re-engineering principles to drive continuous improvement culture and best practices in CX functions.
• Benchmark against leading service organizations to identify innovations and improvements in customer experience operating models.

Qualifications and Experience

• Bachelor’s degree in Engineering, Business, Data Science, Operations Research, or related field; a Master’s degree is advantageous.
• Proven track record in optimizing customer journeys and CX processes, preferably in service industries such as banking, government, fintech, or telecom.
• Hands-on experience with Salesforce and CRM systems including Service Cloud, Sales Cloud, Flow, and journey orchestration.
• Expertise in journey mapping, customer feedback analysis (CSAT, NPS, CES), and service design methods.
• Strong background in process re-engineering with focus on cost, profitability, and ROI analysis.
• Experience collaborating with IT teams to implement process-oriented system configurations and agile transformation initiatives.
• Analytical skills to translate data and business intelligence into actionable insights; exposure to data science is a plus.
• Excellent communication, storytelling, presentation, and stakeholder engagement capabilities.
• Self-motivation, collaborative spirit, creativity, and ability to work effectively in diverse, cross-functional environments.
• 6 to 10 years of relevant experience managing customer journey and operational process improvements.