Senior Specialist Customer Experience Journey Architect - Gauteng, Randburg - Humanity SA - Randburg

Fully In-office (NOT Hybrid/Remote) 12 month contract, option to renew Based in Randburg, JHB Purpose of the Position ? To innovate and improve business processes, business rules, SOP's, simplify business processes. Communicate and remove redundancies within processes in order to attain higher service levels and increase operating profits and reduce tactical spend within the business. Key Performance Objectives Tasks Business Analytics Management ? Develops 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 in order to give appropriate recommendations. ? Recording and representing. ? 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 in conjunction with process owners/managers. ? Monitor, develop metrics and report business process performance against accepted standards and KPI's. ? Identify benefits realisation targets and ensure these are achieved on each project. ? 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 ? Develop customer analysis Customer experience ? 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 Qualifications ? Industrial Engineering Degree / Information Systems/ Computer Science ? Statistics an advantage Experience ? 5-8 years of experience in Business process development, continuous improvement and compliance ? Computer skills especially MS Office and Business Process Management tools ? Strong analytical skills with a demonstrated ability to analyse business processes and workflows ? Strong business/client engagement skills Technical Competencies ? Written and spoken communication ? Negotiation ? Customer Centricity ? Business Analytics Management ? Business Process Reengineering Behavioural Competencies ? Accountability ? Teamwork ? Delegation ? Interpersonal Support ? Perseverance ? Motivating ? Prioritisation ? Analytical Thinking ? Relationship Building ? Conflict Resolution ? Decision Making ? Critical Appraisal ? Holistic Thinking ? Persuading & Influence ? Coaching Desired Skills: business process development Continuous Improvement Compliance MS Office Business Process workflows Negotiation customer centricity Desired Work Experience: 5 to 10 years Desired Qualification Level: Degree About The Employer: Fully In-office (NOT hybrid/remote) 12 Month renewable contract Based in Randburg, JHB Apply Now

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Senior Specialist Customer Experience Journey Architect - Gauteng, Randburg - Randburg

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