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
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
Let’s Adobe together
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.
Adobe is a creative and productivity software company that empowers individuals and enterprises to create through innovative digital platforms and tools. The company develops a comprehensive suite of applications for creative professionals, including design, video, photography, and 3D digital solutions. Adobe serves diverse industries including marketing and communications agencies, CPG, electronics, automotive, and enterprise customers who rely on their products for unleashing creativity, productivity, and personalized customer experiences. The company also offers enterprise solutions and developer platforms, including products like Substance 3D for digital twin automation and customized enterprise delivery services.
