Senior CX Journey Architect - Process Innovation

Boardroom Appointments; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Boardroom Appointments is seeking a Senior Specialist Customer Experience Journey Architect to lead analysis and design of customer journeys across touchpoints. You will drive process improvement, develop business rules and SOPs, and simplify operations to raise service levels and profitability.

Using Agile analysis, you will elicit requirements from stakeholders, document changes, monitor KPIs, and lead projects that improve processes and data flows within core systems, ensuring knowledge is

Qualifications

• Bachelor’s or higher degree in Industrial Engineering, Information Systems, Computer Science or related
• 5-8 years in business process development, continuous improvement and compliance
• Proficiency in MS Office and BPM tools
• Strong analytical skills with ability to analyse business processes and workflows

Responsibilities

• To innovate and improve business processes, business rules, SOPs, simplify business processes.
• Communicate and remove redundancies within processes to attain higher service levels and increase operating profits.
• Develop subject matter expertise regarding current and future processes within business intelligence.
• Agile business analysis to document detailed requirements for business change.
• Eliciting requirements from different stakeholders to give appropriate recommendations.
• 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 with owners/managers.
• Monitor, develop metrics and report business process performance against accepted standards and KPIs.
• 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
• 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

Skills

MS Office

BPM tools

Analytical skills

Education

Industrial Engineering

Information Systems

Computer Science

Statistics

Tools

Business Process Management tools

Job description

Boardroom Appointments is seeking a Senior Specialist Customer Experience Journey Architect to lead analysis and design of customer journeys across touchpoints. You will drive process improvement, develop business rules and SOPs, and simplify operations to raise service levels and profitability.

Using Agile analysis, you will elicit requirements from stakeholders, document changes, monitor KPIs, and lead projects that improve processes and data flows within core systems, ensuring knowledge is