Freelance Senior Process Analyst — End-to-End B2C CX

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

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.