Manager, Process Improvement Customer Experience
Core
Uses process analysis, data, and change management to identify inefficiencies, redesign workflows, and improve service delivery to enhance customer satisfaction, retention, and loyalty.
Role type
Manager, Process Improvement Customer Experience
Builds
Redesigned customer-facing workflows (support, onboarding, billing) and automated processes (self-service portals, AI chatbots)
Domain
Customer Experience / Operations / Process Engineering
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Process mapping and analysis, Lean Six Sigma or Kaizen methodologies, Data analytics and KPI tracking (NPS, CSAT, FCR), Cross-functional collaboration, Change management and adoption strategies, Technology integration for automation, Systems thinking, Stakeholder alignment and conflict resolution, Coaching and team leadership
Preferred skills
AI-readiness and automation system design, Agile and service design, PeopleSoft experience, Strategic forward-thinking
Technologies
Lean Six Sigma, Kaizen, AI chatbots, self-service portals, PeopleSoft
Responsibilities
Map current customer-facing workflows to identify bottlenecks and compliance gaps; Redesign processes to reduce wait times and improve accuracy; Use analytics to measure performance and validate improvement impact; Partner with IT, Operations, and Marketing to align process changes with product features; Lead training and communication strategies for smooth transitions; Manage conflicting priorities between departments while prioritizing customer experience
Seniority
Manager, hands-on IC with strategic influence
