Freelance Senior Process Analyst - B2C Customer Journey

Jobat; Brussel; Sur place; EUR 111 000 - 166 000; Plein temps

Résumé du poste

Jobat is seeking an experienced Freelance Senior Process Analyst to temporarily strengthen the customer journey and process management team in the Belgian telecom sector.

You will analyse and design end-to-end B2C customer processes, map with BPMN, and work with Customer Journey, IT and Sales teams to translate insights into practical improvements across multiple concurrent projects.

Qualifications

• Proven experience in end-to-end B2C process analysis and design.
• Strong BPMN modelling skills.
• Ability to translate customer feedback into process improvements.
• Experience coordinating with cross-functional teams (Customer Journey, IT, Sales).

Responsabilités

• Analyse and design end-to-end B2C customer processes.
• Map processes and user cases using BPMN.
• Identify process pain points and improvement opportunities from Voice of Customer feedback.
• Coordinate with Customer Journey and Customer Experience teams to align with customer expectations.
• Collaborate with Business Analysts and IT to translate processes into system requirements.
• Collaborate with Web, Sales and other internal stakeholders across the customer journey.
• Manage several process improvement projects simultaneously, ideally around 2-3 projects at a time.
• Challenge existing processes and define efficient future-state processes.
• Follow-up the implementation and ensure the designed process is correctly translated into the operational solution.

Connaissances

BPMN

Process analysis

Stakeholder management

Customer-centric

Description du poste

Our client is a leading organisation in the Belgian telecommunications sector, currently strengthening its customer journey and process management team.

The team is responsible for continuously improving the B2C customer journey, from the initial customer interaction through to installation and the first invoicing processes.

We are looking for an experienced Freelance Senior Process Analyst to temporarily strengthen the team.

Jobomschrijving

As a Freelance Senior Process Analyst your responsibilities are:

• Analyse and design end-to-end B2C customer processes ;
• Map processes and user cases using BPMN ;
• Identify process pain points and improvement opportunities based on Voice of Customer feedback ;
• Work closely with Customer Journey and Customer Experience teams to align processes with customer expectations ;
• Coordinate with Business Analysts and IT to translate processes into system requirements ;
• Collaborate with Web, Sales and other internal stakeholders across the customer journey ;
• Manage several process improvement projects simultaneously, ideally around 2-3 projects at a time ;
• Challenge existing processes and define efficient future-state processes ;
• Follow-up the implementation and ensure the designed process is correctly translated into the operational solution ;