Six Sigma BB - CRM Consultant

We’re seeking an experienced Six Sigma Black Belt with a strong background in Customer Relationship Management (CRM) process improvement to lead enterprise-wide operational excellence initiatives for a large, complex organization. This role is ideal for someone who enjoys partnering with business and technology teams to streamline processes, improve customer experiences, and deliver measurable business outcomes through Lean Six Sigma methodologies.

Working closely with cross-functional stakeholders, you’ll evaluate current business processes, identify opportunities for improvement, and lead initiatives that enhance workflow efficiency, data quality, reporting, and overall operational performance.

Responsibilities

• Lead complex Lean Six Sigma initiatives using DMAIC, root cause analysis, value stream mapping, process mapping, statistical analysis, and control planning.
• Analyze CRM-enabled business processes to identify inefficiencies, bottlenecks, and opportunities to improve operational performance.
• Partner with leaders across business, technology, operations, customer service, sales, finance, and other functional teams to define and prioritize improvement initiatives.
• Develop project charters, business cases, implementation plans, risk assessments, and stakeholder communication strategies.
• Utilize CRM data, operational metrics, and performance reporting to measure process effectiveness and validate improvement opportunities.
• Design and implement standardized workflows that improve adoption, reduce manual effort, increase data quality, and enhance the customer experience.
• Facilitate process improvement workshops, stakeholder sessions, and continuous improvement initiatives.
• Mentor project teams and business stakeholders on Lean Six Sigma methodologies and continuous improvement best practices.
• Establish KPIs, dashboards, governance processes, and sustainment plans to ensure long-term success.
• Present project updates, business impact, risks, and recommendations to executive leadership.

• Bachelor’s degree in Business, Information Systems, Engineering, Operations, Analytics, or a related field (or equivalent professional experience).
• Lean Six Sigma Black Belt certification from a recognized organization.
• Five or more years of experience leading process improvement, operational excellence, quality, or business transformation initiatives.
• Hands-on experience with enterprise CRM platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, Oracle CX, HubSpot, or similar solutions.
• Strong understanding of CRM business processes including intake, onboarding, case management, customer service workflows, customer data management, reporting, and performance metrics.
• Experience using data analysis to drive decision-making, including KPI development, variance analysis, root cause analysis, and benefits tracking.
• Demonstrated ability to lead cross-functional teams and influence stakeholders across multiple business functions.
• Excellent communication and presentation skills with experience delivering recommendations to executive leadership.
• Ability to manage multiple initiatives in a fast-paced environment while balancing competing priorities., * Experience supporting CRM implementations, modernization efforts, optimization initiatives, or post-go-live process improvements.
• Background in Agile methodologies, project portfolio management, business process management, organizational change management, or enterprise architecture.
• Familiarity with CRM integrations, workflow automation, reporting platforms, AI-enabled service capabilities, or customer data governance.
• Experience working in highly regulated or operationally complex industries.
• Advanced analytical skills using tools such as Excel, Power BI, Tableau, SQL, Minitab, or similar reporting and analytics platforms.