Senior Specialist Customer Experience Journey Architect - Contract
Talent Genie
- Randburg, Johannesburg
- Permanent
- Full-time
- 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.
- Recording and representing
- Production and deployment service.
- 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 KPI’s
- Identify benefits realization 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
- Develop customer analysis
- 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.
- Industrial Engineering Degree / Information Systems/ Computer Science Statistics an advantage
- 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 analyze business processes and workflows
- Strong business/client engagement skills
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