Senior Specialist Customer Experience Journey Architect

Minimum requirements:

• 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 
• Strong business/client engagement skills
  

Responsibilities:

• 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