Senior Specialist Customer Experience Journey Architect

3 weeks ago

Randburg, South Africa HR Genie Full time

Our Client a Global Tech firm is seeking a Senior Specialist Customer Experience Journey Architect to join their team in Randburg. They offer stability, growth, attractive rates and a great working environment.

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.

Key Roles and Responsibilities:

  • 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 KPIs
  • 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.


Academic Qualifications and Certifications:

  • 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

Skills Summary

Computer Coding, Customer Centric Solutions, Installation Support, Process Design, Process Improvements, Systems Design, Systems Integration, Technical Designs, Troubleshooting

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