Process Lead ICX
Core
Drive a customer-centric, quality-focused operating model by using Voice of Customer (VoC) insights to reduce customer effort and improve experience.
Role type
Senior IC Process Lead (Customer Experience)
Builds
Customer-focused solutions that simplify journeys and reduce repeat contacts
Domain
SaaS / Creative Software / Customer Operations
Deliverable
product features
Required skills
Voice of Customer (VoC) analysis, process mapping, process re-engineering, continuous improvement methodologies, data analysis, root cause identification, workflow evaluation
Preferred skills
Lean, Six Sigma, SQL, BI tools (Power BI/Tableau)
Responsibilities
Collect and interpret VoC insights (DSAT, repeats, cancellations), identify top customer problems and friction areas, review existing processes to identify misalignments with customer needs, redesign or recommend improvements to simplify customer journeys, evaluate internal tools from a customer lens, monitor key indicators and drive improvement, collaborate with Delivery/Training/Quality teams, generate reports to uncover improvement opportunities
Seniority
Mid-Senior, hands-on IC
