Manager / Senior Manager Process Design Customer Experience Mumbai (India)

A leading organization in the Insurance / Financial Services space is looking for a high-impact Process Design & Customer Experience qualified to drive large-scale process excellence, digital transformation, and CX upliftment. This is a critical role for someone who can independently own end-to-end transformation initiatives, partner with senior stakeholders, and deliver measurable impact across CSAT, quality, productivity, and turnaround time. Key Responsibilities Lead Process & Service Excellence initiatives to design best-in-class customer and agent experiences across end-to-end journeys. Analyze AS-IS and design TO-BE processes using Lean Six Sigma / Agile tools to improve CSAT, NPS, quality, TAT, and productivity. Own digital transformation at process and system level, driving automation, AI/ML, RPA, IVR, chatbot, and Conversational AI-led improvements. Partner with Operations, Product, Tech, and Business leaders to deliver insight-driven, scalable CX transformation programs. Build and present executive dashboards and insights using Power BI / Tableau / Advanced Excel, supported by VoC analytics. Apply structured problem-solving methodologies (Pareto, Fishbone, FMEA, RCA, Control Charts) to resolve CX and operational issues. Act as a change agent, ensuring seamless handover, documentation, and adoption of improved processes into operations. Education & Certifications -Bachelors degree (Business / Engineering / Data Science or related) -MBA Preferred -Lean Six Sigma Green/Black Belt or PMP Mandatory -Robust knowledge of insurance regulations and compliance -Hands-on experience with tools like JIRA, Confluence, Visio, Lucidchart, QFD, VSM, SIPOC. .