Process Innovation Consultant

IntroductionA career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.Your role and responsibilitiesYour Role and Responsibilities As a Process Innovation Consultant, you will be responsible for designing and executing transformation programs that deliver quantifiable business value and results for our global clients.

Key responsibilities include

• Develop and execute a strategic roadmap for customer transformation, ensuring process scalability, compliance, and operational excellence towards achievement of CTO/DWE Targets.
• Analyze and re-engineer existing workflows to identify automation opportunities that deliver 20-30% improvement in cycle times and 15-20% cost efficiency gains.
• Lead digital transformation initiatives leveraging AI/agentic automation to achieve 30-40% reduction in manual effort and enhanced invoice accuracy.
• Collaborate with global customer, procurement, and operations teams to standardize processes.
• Drive stakeholder engagement and vendor negotiations to deliver measurable cost savings and strengthen IBM’s client value proposition.
• Establish and monitor SLAs and KPIs such as in areas such as CSAT, NPS, —targeting 99% accuracy, and >90% satisfaction.
• Champion Lean and Six Sigma methodologies to drive continuous improvement and embed a culture of operational excellence.
• Implement structured change management frameworks that ensure smooth transition and adoption of new tools and processes.
• Present transformation insights, dashboards, and ROI analyses to GEO and Global senior leadership and client executives.Required technical and professional expertise• 10+ years of relevant experience in Business Process Operations, Multi-Channel Contact Center operations, and shared services transformation.
• Proven consulting experience in customer transformation, process reengineering, and automation with quantifiable business outcomes.
• Strong stakeholder management and influencing skills across customer, and operations leadership teams.
• Hands-on experience with platforms (SAP, Oracle, Adobe, Salesforce, NICE, Genesis).
• Deep understanding of Lean Six Sigma and process optimization frameworks.
• Demonstrated ability to deliver measurable improvements in cost efficiency, processing accuracy, and service performance.
• Excellent communication, analytical, and presentation skills with the ability to translate complex strategies into actionable initiatives.Preferred technical and professional experience
• MBA qualification.
• Certifications in Lean Six Sigma, Process Automation, or Agile Transformation.
• Experience leading global customer transformation programs within shared services or consulting environments.
• Exposure to AI, analytics, and cognitive automation technologies that enhance performance and decision-making. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.