Process Lead ICX

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
• 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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