Process Improvement Lead

The job is based in Noida Sec 135 with fully night shifts for all 5 days working from office. Six Sigma certification is mandatory. As an innovation leader, you will be coordinating various innovation initiatives for clients" operations and processes, ensuring alignment of objectives and systematic execution. Your responsibilities include providing actionable insights, creating compelling narratives, and proposing and implementing business transformation initiatives for clients. You will synthesize data analysis into compelling narratives for different stakeholders and collaborate with client success leaders to identify and prioritize innovation opportunities across clients" CX operations. Leading and mentoring a team of 34 business analysts, setting priorities, and ensuring quality and consistency of insights will be part of your role. You will champion continuous improvement initiatives by developing business cases, estimating ROI, and driving execution with cross-functional teams. Collaboration with operations, process excellence, and technology teams to implement recommendations and track outcomes is also expected. The ideal candidate should have 7-12 years of experience in analytics, consulting, or process-improvement roles within BPO/CRM environments. Deep understanding of contact-center metrics like CSAT, FCR, AHT, and customer journey mapping is required. Proven track record of leading teams, influencing C-suite stakeholders, and delivering measurable business impact is essential. Comfortable operating in a global, multi-geography delivery model, liaising across NA, EU, APAC sites is preferred. Strong analytical acumen, exceptional storytelling, presentation, and consulting skills for executive-level communication are crucial. Proficiency in BI tools (Power BI, Tableau), Excel, SQL, and familiarity with analytics software or AI platforms is expected. Project management and leadership capabilities, including stakeholder influence and cross-team coordination, are necessary. Process-improvement expertise and intellectual curiosity to drive testing and actionable change are also important. TELUS values customer and community focus, embraces change and innovation, and encourages growth through teamwork. The company is committed to diversity and equitable access to employment opportunities based on ability. TELUS Digital focuses on human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With delivery centers across 25 countries, TELUS International empowers customer experience innovation through digital enablement, teamwork, agile thinking, and customer-first culture. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and consulting, risk management, and back-office support. Partnering with disruptive brands from various industries, TELUS International serves clients in over 50 languages. Learn more at: telusdigital.com.,