Digital Business Process Specialist

Responsibilities

• Process Discovery & Design
• Lead structured process discovery using workshops, stakeholder interviews, value-stream mapping, and data mining.
• Produce current-state maps (SIPOC, BPMN, swim lanes); define future-state designs aligned to target outcomes and controls.
• Establish process standards, definitions, and KPIs (cycle time, first-contact resolution, right-first-time, SLA adherence, NPS, cost-to-serve).
• Continuous Improvement (Lean / Six Sigma)
• Run DMAIC/Kaizen initiatives to remove waste, reduce variation, and improve quality.
• Implement control plans and process governance to sustain improvements; set operational dashboards.
• Coach product and operations teams on Lean problem-solving and A3/8D.
• Digital Enablement & Automation
• Translate future-state processes into digital workflows, rules, and integrations on platforms like ServiceNow (ITSM, CSM, HRSD, FSM), Power Platform/RPA, or equivalent.
• Define DOR/DOD, testing approach, and data/telemetry requirements to ensure robust delivery and observability.
• Curate a reusable asset library (templates, connectors, patterns).
• Data, Measurement & Value Realization
• Define benefit baselines and OKRs; quantify value (time saved, error reduction, productivity, CX).
• Partner with Data & Analytics to enable process telemetry, reporting, and executive dashboards (Power BI/ServiceNow PPM).
• Track adoption and compliance; trigger corrective actions via operational reviews.
• Risk, Controls & Compliance
• Embed internal controls, cybersecurity, privacy, and audit requirements into process and workflow design.
• Maintain process documentation (SOPs, work instructions, control narratives) and ensure traceability from requirement to control.
• Change & Adoption
• Develop persona-based change plans: stakeholder mapping, training, comms, and hyper-care.
• Build capability uplift through playbooks, brown-bag sessions, and certifications roadmap for teams.
• Portfolio & Delivery Support
• Contribute to intake, prioritization, and business case definition for process initiatives.
• Provide project/change plans, RAID, and benefits tracking, surface dependencies and risks to portfolio forums.
• Qualifications & Experience
• 15-18 years total experience with 70% of years in Process Excellence/Operational Excellence within Digital/IT, Shared Services, or Enterprise Platforms.
• Proven delivery of Lean/Six Sigma improvements and digital workflow enablement (ServiceNow or similar preferred).
• Strong facilitation skills; comfort engaging senior stakeholders across Business, Finance, HR, IT, Cyber, and Controls.
• Experience with BPMN tools (Visio, Signavio, Lucid), telemetry/BI (Power BI), and PPM/Agile tools (ServiceNow PPM, ADO, Jira).
• Bachelor's degree in engineering/technology/business; MBA is a plus.
• Certifications (preferred):
• Lean Six Sigma Green Belt (Black Belt a plus)
• PMP/ SAFe/Agile certification (nice to have)
• ITIL Foundation (advantageous for service processes)
• ServiceNow Fundamentals / Power Platform certifications (nice to have)
• Skills & Competencies
• Process design & improvement (DMAIC, VSM, root cause, mistake-proofing)
• Digital translation (from process design to workflow/config/integration requirements)
• Data-driven decision-making (defining KPIs, building/control charts, telemetry)
• Change leadership (training, comms, stakeholder influence)
• Documentation & governance (SOPs, controls, audit readiness)
• Excellent communication & facilitation with strong executive storytelling
• Success Measures as part of the experience
• Cycle Time: 20-30% reduction across targeted processes
• Quality: ≥25% reduction

Additional Information

About Signify Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond. At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career. Join us, and together, we'll transform our industry, making a lasting difference for brighter lives and a better world. More about the role Job Description: Process Excellence Lead Reports to: Team Lead - Digital Excellence / Head of CDIO Office Location: Bangalore Function: CDIO Office (Digital Excellence) Grade: H15 Type: Full-time Role Purpose The Process Excellence Lead drives end-to-end process optimization, standardization, and measurable value realization across priority digital initiatives. The role partners with Product Owners, Platform Teams (e.g., ServiceNow or equivalent), Data & Analytics, and Business Process Owners to discover, redesign, digitize, and continuously improve enterprise processes-balancing customer experience, efficiency, risk/compliance, and scalability.

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