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Senior Specialist Customer Experience Journey
1 month ago
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
**Want to be a part of our team?**
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.
**Working at NTT**
**Key Roles and Responsibilities**:
- 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.
**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
**What will make you a good fit for the role?**
**Workplace type**:
**Equal Opportunity Employer**
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
**A career at NTT means**:
- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to
