Freelance Senior Process Analyst - B2C Customer Journey

Michael Page International (Belgium); Brussel; Sur place; EUR 111 000 - 166 000; Plein temps

Résumé du poste

Michael Page International (Belgium) is seeking a Freelance Senior Process Analyst for a major Belgian organisation in the telecommunications sector. You will improve end-to-end B2C customer journeys, bridging Customer Experience, Business and IT.

You will map processes using BPMN, identify pain points from Voice of Customer feedback, and collaborate with Web, Sales and internal stakeholders to translate processes into system requirements and implement efficient future-state designs.

Qualifications

• Proven experience as a Process Analyst / Business Process Analyst.
• Strong experience analysing and designing end-to-end business processes.
• Good knowledge of BPMN; processes documented using BPMN.
• Experience working across Business, IT and operational teams; strong understanding of customer journeys and B2C processes.
• Comfortable translating user cases into clear process requirements.
• Experience using Voice of Customer / customer feedback to improve processes.
• Strong stakeholder management; ability to work across departments; structured, analytical, 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 user cases using BPMN.
• Identify process pain points and improvement opportunities based on Voice of Customer feedback.
• Work with Customer Journey and Customer Experience teams to align 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, 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 translated into the operational solution.

Connaissances

Process analysis

Business analysis

Stakeholder management

BPMN

End-to-end process design

Voice of Customer

French and English fluency

Outils

BPMN

Description du poste

• Improve end-to-end customer journeys within a major Belgian organisation
• Work at the intersection of Customer Experience, Business and IT

About Our Client

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.

Job Description

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 ;

The Successful Applicant

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 ;

What's on Offer

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 ;
• Start: ASAP ;
• Duration: long-term assignment ;