Senior Specialist Customer Experience Journey
1 week ago
**Job ID**: 83684**Date Posted**: Posted 45 mins ago**Location**: Johannesburg**Job Title**: SENIOR SPECIALIST CUSTOMER EXPERIENCE JOURNEY ARCHITECT (6/12 MONTHS) FTC - JOHANNESBURG - GAUTENG
**KEY OBJECTIVES**
Business Analytics Management
- 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.
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 KPI’s.
- 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
- Develop customer analysis
Customer experience
- 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
**Qualifications**:
- 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
Technical Competencies
- Written and spoken communication
- Negotiation
- Customer Centricity
- Business Analytics Management
- Business Process Reengineering
Behavioural Competencies
- Accountability
- Teamwork
- Delegation
- Interpersonal Support
- Perseverance
- Motivating
- Prioritisation
- Analytical Thinking
- Relationship Building
- Conflict Resolution
- Decision Making
- Critical Appraisal
- Holistic Thinking
- Persuading & Influence
- Coaching
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