Process Improvement Consultant/Lead Business Specialist

Position overview

Are you a seasoned process improvement leader passionate about driving operational excellence and exceptional customer experiences? Join our Customer Experience PMO team to spearhead strategic initiatives that transform end-to-end customer processes and eliminate root causes of friction across the customer journey. In this pivotal role, you will lead cross-functional improvement programs that reduce escalations, optimize operational performance, and directly impact customer satisfaction, agent efficiency, and business results. This position demands both strategic thinking and rapid execution - analyzing complex challenges, facilitating breakthrough improvements, and embedding a culture of continuous improvement across the organization.

Key Responsibilities

Process Analysis & Improvement

• Analyze trends, customer feedback, and business intelligence to iden...