Process Lead ICX
- 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
- 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
- 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
- Self-driven, proactive, and comfortable working in a remote environment with minimal supervision
About Adobe
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