Position Summary: We are seeking a professional with experience in process elicitation, analysis, and redesign (AS-IS / TO-BE) to optimize efficiency and customer experience. Key Highlights: 1. Experience in customer experience process consulting 2. Proficiency in BPM, Lean, and Six Sigma methodologies 3. User-centered process design and continuous improvement **Accenture Song** accelerates growth and value for our clients. It is where professionals reimagine industries, products, and services — spanning from ideation to execution. We do this through growth, product and experience design; technology platforms; creative, media, and marketing strategy; as well as campaign, content, and channel orchestration. Visit us at: https://www.accenture.com/song We seek a professional with solid experience in **process elicitation, analysis, and redesign** (AS\-IS / TO\-BE), capable of applying continuous improvement methodologies to optimize efficiency and customer experience. This role requires both strategic and operational vision to identify pain points, inefficiencies, and automation opportunities — ensuring initiatives deliver tangible business value. **RESPONSIBILITIES**: * Process elicitation and redesign (AS\-IS / TO\-BE). * Knowledge of industry best practices and operational benchmarking. * Ability to identify and understand end-customer needs. * Expertise in Customer Journey mapping and user-centered process design. * Application of continuous improvement methodologies to enhance efficiency. * Deep understanding of processes such as: customer service, technical and functional support, knowledge management, service onboarding/activation, warranty processes, service and performance analytics. * Ability to detect pain points, inefficiencies, and opportunities for automation or simplification. * Capability to identify activities that deliver real value to the business and the customer. * Critical and proactive thinking to prioritize initiatives with tangible impact. **REQUIREMENTS**: * **Proven experience in customer experience process consulting** * Proficiency in BPM, Lean, and Six Sigma tools and methodologies. * **Customer orientation and Customer Journey expertise**: Ability to design user-centered processes aligned with industry best practices. * **Analysis and continuous improvement**: Identification of inefficiencies, operational benchmarking, and prioritization of high-impact initiatives. * **Additional competencies**: Critical thinking, effective communication, and change management capability. **BENEFITS**: At Accenture — a company recognized as a Great Place To Work® — we champion a hybrid work model that, empowered by technology and our facilities, enables us to maintain the essential human connection required to collaborate effectively with our teams and clients. This connection allows us to sustain our inclusive and diverse culture — making Accenture, according to Refinitiv, the world’s most diverse company. Additionally, we offer other **benefits**, including: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, floating holidays, vacation time, etc.) * Individualized learning and development path * Sustainability initiatives and Accenture Foundation programs * Employee networks supporting diversity * Other benefits: Bankinter office with special conditions and profit-sharing