Process & Operational Excellence Manager Customer Experience (CX)

CORE RESPONSIBILITIES:

Customer Journey Optimization

• Own the end-to-end mapping and re-engineering of customer-facing journeys, with primary accountability for the Amendment and Deregistration journeys.
• Map current-state customer journeys, identify pain points, friction and drop-offs, and design optimized to-be journeys.
• Reduce manual touchpoints, handshakes and rework; design straight-through processing and self-service journeys wherever feasible.
• Optimize other customer-facing journeys (e.g., registration, renewal, visa, licensing) as part of the broader CX mandate.
• Balance customer experience against operational efficiency, cost and compliance requirements.

Salesforce / CRM Process Optimization

• Act as the lead business process stakeholder for optimizing customer journeys built on Salesforce, translating CX ambition into process and system requirements.
• Optimize Salesforce-based workflows, case management, service processes and journey orchestration (e.g., Service Cloud, Sales Cloud, Flow).
• Partner closely with IT / Salesforce delivery teams, who are accountable for build, to ensure the Process team's to-be processes and value streams are correctly configured.
• Define and govern process controls, data capture and automation opportunities within Salesforce.
• Ensure seamless integration between Salesforce customer journeys, SAP ERP, and external government-entity (NOC) touchpoints.

CX Metrics, TAT & Productivity Improvement

• Establish baselines and targets for CX and process metrics, CSAT, NPS, CES, TAT, first-contact resolution and journey completion rates.
• Measure and reduce TAT across customer journeys; build month-on-month trends, call out anomalies and recommend corrective actions.
• Monitor NOC/government touchpoints with other entities and build roadmaps to automate, reduce and eliminate them.
• Conduct DILO (Day in the Life Of) studies for customer-facing teams to quantify work content and identify optimization opportunities.

Data, Reporting & Decision Support

• Build dashboards and analysis on journey and CX performance, including cost and productivity of customer operations.
• Present findings and recommendations to senior management to support CX and operational decision-making.

Process Re-Engineering & Continuous Improvement

• Apply Process Re-engineering and Lean Six Sigma methodologies to customer journey improvement.
• Foster a continuous improvement culture within the CX and customer operations functions, and coach stakeholders on process improvement principles.
• Benchmark CX operating models and best practices across leading service organizations.

QUALIFICATIONS, EXPERIENCE & SKILLS:

Educational & Professional Qualifications

• Bachelor's degree in Engineering, Business, Data Science, Operations Research or a related field; equivalent areas with suitable experience considered.
• A Master's degree is a plus.

Customer Experience & CRM Expertise (Essential)

• Proven experience optimizing end-to-end customer journeys and CX processes, ideally in services, banking, government/semi-government, fintech, telecom or similarly journey-intensive environments.
• Strong hands-on experience optimizing Salesforce customer journeys or related CRM systems (Service Cloud, Sales Cloud, Flow, journey orchestration and case management).
• Experience with journey mapping, voice-of-customer, CX metrics (CSAT, NPS, CES) and service-design techniques.

Process, Technology & Analytics

• Strong expertise in Process Re-engineering, with experience in cost, profitability and ROI analysis.
• Experience defining to-be processes and system requirements and partnering with IT / CRM delivery teams on configuration and implementation.
• Working knowledge of Salesforce, and adept at applying agile methodologies to transformation projects.
• End-to-end experience applying analytics to business problems; data science exposure is a plus.

Personal Characteristics

• Ability to communicate complex results to technical and non-technical audiences, with strong storytelling and presentation skills.
• Self-driven, collaborative, curious and creative; comfortable in diverse, cross-functional teams within a dynamic environment.
• Confident, energetic self-starter with strong moderation and stakeholder management skills.

Years of Experience

• 6 to 10 years of relevant experience, including substantial hands-on customer journey / CX processes / Experience optimization experience.