Senior Specialist Customer Experience Journey Architect

Overview

Job Openings Senior Specialist Customer Experience Journey Architect

Senior Specialist Customer Experience Journey Architect

• Industrial Engineering Degree / Information Systems / Computer Science Statistics an advantage
• Experience 5-8 years of experience in Business process development, continuous improvement and compliance
• Computer skills especially MS Office and Business Process Management tools
• Strong analytical skills with a demonstrated ability to analyse business processes and workflows

• To innovate and improve business processes, business rules, SOPs, simplify business processes.
• Communicate and remove redundancies within processes in order to attain higher service levels and increase operating profits and reduce tactical spend within the business.
• Develops subject matter expertise regarding current and future processes within business intelligence.
• Agile business analysis to document detailed requirements for business change.
• Eliciting requirements from different stakeholders in order to give appropriate recommendations.
• Production and deployment service. Business Process Flow Management Improve process efficiency by the set targets per segment Process documentation for process visibility.
• Communicate core process changes to relevant stakeholders.
• Monitor process performance by building triggers to monitor the processes.
• Initiate, scope and manage the delivery of projects for identified process.
• Proactively identify, scope and prepare business cases for opportunities to improve processes in conjunction with process owners/managers.
• Monitor, develop metrics and report business process performance against accepted standards and KPIs. Identify benefits realisation targets and ensure these are achieved on each project.
• Develop and support data capture and data management processes for core systems to support the delivery of identified projects
• Maintain weekly/monthly status reports to key stakeholders tracking the status of the improvement project Statistical Process
• Control Outside-In thinking and Automation of core business processes
• Analyse and review the customer journey and give recommendations as part of the developmental and/or continuous improvement of the process.
• Identify and document the change requirements as informed by different data analysis.
• Be the change lead and engage the relevant stakeholders to facilitate the needed changes to rectify customer pain points.
• Measure, track, monitor and ensure the implemented change improves process efficiency and impact.
• Ensure all processes supporting different touchpoints and customer platforms are documented to ensure knowledge management and continuous improvement, in partnership with the relevant stakeholders