Process Lead ICX

Role Overview Adobe is seeking a data-driven Process Lead ICX for a remote position in Uttar Pradesh. In this role, you will use Voice of Customer (VoC) insights to drive customer-centric improvements and optimize our operating model. You will bridge customer feedback with operational execution, redesigning workflows to simplify customer journeys and reduce customer effort. Key Responsibilities - Collect, analyze, and interpret VoC insights including DSAT, repeat contacts, and cancellations - Identify top customer friction areas and translate data insights into actionable improvements - Review existing workflows, policies, and systems to align operations with customer needs - Redesign processes to simplify customer journeys, reduce effort, and minimize contacts - Monitor key indicators including cancellations, DSAT, repeats, and compliance - Collaborate with Delivery, Training, and Quality teams to execute process improvements - Generate analytics reports and dashboards to uncover operational optimization opportunities Required Qualifications - Bachelor's or Master's degree in Business, Operations, or a related field - At least 2 years of experience in customer experience (CX) or process improvement - Good understanding of process mapping and continuous improvement methodologies like Lean - High proficiency in Excel, SQL, and BI tools like Power BI or Tableau - Excellent communication and presentation skills to deliver insights to stakeholders Why Join Us At Adobe, you will work in a company that values human ingenuity and leverages AI to raise the bar for digital experiences. We offer a highly collaborative remote culture, comprehensive benefits programs, and a workspace designed to empower you.