Process Improvement Consultant

Process Improvement Consultant/Lead Business Specialist

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.

• Analyze trends, customer feedback, and business intelligence to identify recurring issues, pain points, and improvement opportunities across the end-to-end customer journey
• Lead accountability for the design and performance of customer processes, ensuring optimal experience outcomes
• Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as Lean Six Sigma, 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA)
• Use business analytics and data-driven insights to create and drive change that improves customer and team member experiences

• Design and lead targeted improvement initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing efficiency
• Manage complex streams of larger programs, building and executing project/process plans using proven improvement methodologies and tools
• Plan and facilitate process design and improvement workshops with cross-functional stakeholders
• Advocate for upstream fixes to prevent issues before they impact customers or agents

• Collaborate with senior leaders and cross-functional teams including Customer Support, Product Management, Operations, and Quality Assurance to implement sustainable solutions
• Build strategic business partnerships with multiple operational teams by demonstrating thorough knowledge of business capabilities and delivery processes
• Support and present at governance and cross-functional change management forums
• Communicate clearly with stakeholders about progress, risks, and results of improvement programs, tailoring messaging for diverse audiences—from frontline teams to senior executives

• Track, measure, and report on the impact of implemented changes on escalation rates, process performance, and customer/agent satisfaction
• Drive a culture of continuous improvement, urgency, ownership, and accountability to ensure improvements are executed swiftly and effectively
• Coach, develop, and enable team members to leverage continuous improvement methodologies like Lean Six Sigma, Own.it, and Fair Process
• Mentor junior colleagues on best practices in process excellence and escalation management

• Schedule flexibility
• Availability to work on-site or work from home

• English Level B2 - C1
• Process Improvement Expertise:
  Proven experience applying Lean, Six Sigma, or other process improvement methodologies in customer-facing or operationally complex environments, ideally in telecommunications, technology, or related industries
• Analytical Excellence:
  Strong analytical skills with the ability to translate quantitative and qualitative data into actionable business recommendations and identify trends in complex problems
• Project Leadership:
  Demonstrated success independently leading high-impact, cross-functional projects without direct reporting lines, delivering real-world results in compressed time frames
• Operational Knowledge:
  Strong end-to-end operational knowledge of service delivery, customer care processes, and telecommunications/call centre environments
• Influence &
  
  Collaboration:
  
  Advanced ability to influence the organization, gain support, and overcome resistance through data, persuasion, and relationship-building with various levels, including senior leaders (Directors/VPs)
• Communication
  
  Skills:
  
  Highly effective communication and presentation skills (written and verbal), able to adjust social style and messaging based on audience
• Change Management:
  Knowledge of and hands-on experience using change management methodologies, principles, and practices
• Agility:
  Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities with focus and adaptability

• Experience with root cause analysis methodologies (5 Whys, Fishbone diagrams, FMEA)
• Intermediate knowledge of project management methodologies, principles, and practices
• Familiarity with order management and processing tools, and escalation management processes is a plus

• University degree and/or 5-7…