Position: Process Lead ICX Location: Remote Role Purpose & Overview: Drive a customer-centric, quality-focused operating model by using Voice of Customer (VoC) insights. Reduce customer effort, improve experience, and deliver meaningful outcomes beyond internal metrics. Act as the voice of the customer within operations, identifying gaps in existing processes and systems and transforming them into customer-focused solutions. Bridge customer insights with business execution to enable continuous improvement in both customer experience and overall business performance. Key responsibilities:
Collect, analyze, and interpret Voice of Customer (VoC) Insights & Actioning (DSAT, repeats, blocking issues, cancellations)
Identify top customer problems and friction areas and Translate insights into actionable improvements
Review existing processes and systems to identify where policies or workflows that do not align with customer needs or expectations
Redesign or recommend improvements to: Simplify customer journeys / Reduce effort and repeat contacts
Evaluate internal tools and systems from a customer lens and drive improvements to ensure tools enable better customer interactions
Monitor key indicators – Cancellations/ DSAT’s / Repeats / Compliance and drive improvement through feedback and recommendations
Cross collaboration with different teams (Delivery/ Training/ Quality)
Understand various business lines, goals and problems. Identify trends and generate reports to uncover opportunities for improvement Role prerequisites:
Strong data-driven approach with the ability to analyze complex datasets, derive insights, and translate them into actionable business improvements
2+ years of relevant experience in customer experience (CX), operations, or process improvement, demonstrating solid domain expertise
Good understanding of process mapping, process re-engineering, and continuous improvement methodologies (e.g., Lean, Six Sigma preferred)
Proven ability to identify customer problems and translate insights into practical, scalable solutions
Posting details
Remote
Yes
Employment type
Full-time
Workplace type
Remote
Source
remotejobsorg
First seen
8/30/2026, 8:10:27 AM
Last seen
8/30/2026, 8:10:27 AM
Experience evaluating and improving workflows, policies, and systems with a customer-centric approach
Strong analytical and problem-solving skills with keen attention to detail and root cause identification
Proficiency in data analysis and reporting tools (e.g., Excel, SQL, dashboards, or BI tools like Power BI/Tableau) preferred
Strong communication skills with the ability to clearly present insights, recommendations, and cases
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