August 15, 2018

Process Redesign/Customer Experiences

Business Driver

Consumers and businesses expect personalized services on their online experiences.    Define business processes that create delightful customer experiences

Role

  • Work with a broad group of stakeholders, to ensure business processes are redefined and designed to be optimal, efficient and provide excellent customer experiences.
  • Define success criteria
  • Capture requirements
  • Map As-Is processes
  • Define To-Be processes
  • Define process metrics
  • Identify issues and bottlenecks
  • Measure process metrics

Skills

  • Design ideal future states
  • Strong problem solving skills
  • Builds trust with key stakeholders
  • Strong communication skills
  • Manages key priorities to ensure future state processes are designed and successfully implemented

About you

  • Deals well with ambiguity
  • Manages conflicts effectively
  • Adapts to changing priorities
  • Team player
  • Detail-oriented
  • Works autonomously

Experience

  • Minimum of 6 years of experience in business process management
  • Proven track record of delivering and driving results in cross-functional teams
  • Deep passion for process design and customer obsession
  • Bachelor’s degree required. MBA and graduate degrees a plus.
  • SharePoint site
  • PowerPoint/Excel/Visio

 

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