Freelance Senior Process Analyst - B2C Customer Journey

Michael Page; Brussel; Sur place; EUR 92 000 - 166 000; Plein temps

Avantages offerts par ce poste

Freelance assignment within a majorbel

Strong exposure to B2C customerjourney

Collaboration with cross-functional IT

Opportunity to work on strategic 개선

Résumé du poste

FEDERALE OVERHEIDSDIENST ECONOMIE, KMO, MIDDENSTAND EN ENERGIE is seeking a Freelance Senior Process Analyst to strengthen the B2C customer journey team. The role focuses on end-to-end process design, BPMN mapping and improvement initiatives across the customer lifecycle, from initial contact to installation and invoicing.

You will collaborate with Customer Journey, Customer Experience, IT, Web and Sales teams, manage multiple improvement projects concurrently, and ensure changes are translated

Qualifications

• Proven experience as a Process Analyst / Business Process Analyst.
• Strong experience analysing and designing end-to-end business processes.
• Good knowledge of BPMN; all processes documented using BPMN.
• Experience across Business, IT and operational teams; strong understanding of customer journeys and B2C processes.
• Comfortable analysing user cases and translating them into clear process requirements.
• Experience working with Voice of Customer / customer feedback to improve processes.
• Strong stakeholder management skills and ability to work across multiple departments.
• Structured, analytical and pragmatic, with a strong continuous improvement mindset.
• Fluent in French and English; Dutch is a plus.

Responsabilités

• Analyse and design end-to-end B2C customer processes
• Map processes and use 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

Connaissances

BPMN

Voice of Customer

End-to-end processes

Stakeholder management

Process design

Business-IT alignment

French & English fluency

Description du poste

• FEDERALE OVERHEIDSDIENST ECONOMIE, KMO, MIDDENSTAND EN ENERGIE

Wat:

Frequentie: Dagelijks Wekelijks

Freelance Senior Process Analyst - B2C Customer Journey

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.

Freelance Senior Process Analyst - B2C Customer Journey

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 ;

Profiel

A successful Freelance Senior Process Analyst should have:

• Proven experience as a Process Analyst / Business Probcess Analyst ;
• Strong experience analysing and designing end-to-end business processes ;
• Good knowledge of BPMN; all processes within the organisation are documented using BPMN ;
• Experience working across Business, IT and operational teamsStrong understanding of customer journeys and B2C processes ;
• Comfortable analysing user cases and translating them into clear process requirements ;
• Experience working with Voice of Customer / customer feedback to improve processes ;
• Strong stakeholder management skills and ability to work across multiple departmentsStructured, analytical and pragmatic, with a strong continuous improvement mindset ;
• Fluent in French and English, Dutch is a plus ;

Aanbod

Our customer offers you:

• Freelance assignment within a major Belgian organisation ;
• Strong exposure to B2C customer journey and end-to-end process transformation ;
• Collaboration with Customer Experience, Business Analysis, IT, Sales and Web teams ;
• Opportunity to work on several strategic process improvement initiatives ;