Customer Experience (CX) Process Engineer

Our client requires the services of a passionate and qualified individual to expand its dynamic team for the enhancement of services to the clients.

Job Purpose:
CX (Customer Experience) Process Engineer: FTC: Banking To deal with and influence the more strategic and tactical aspects of discovering; validating; documenting; and communicating business-process-related knowledge through modeling; simulating and analyzing current and future states. Focus is on complex business outcomes and technical aspects, in line with the business strategy. This position requires an intermediate to experienced person who understands Process engineering and Enterprise Business Processes. Responsibilities include assessing, analyzing, optimizing, documenting, implementing, and testing end-to-end enterprise business processes of a multi-skilled team. The candidate must also be able to interact with the business community at all levels, from facilitating design workshops and conducting end-user training to leading presentations to senior management and executive. To work with stakeholders throughout the organization; to build a holistic view of the organization's strategy, processes, information, and information technology assets. The Process Engineer links and aligns an organization's business mission, strategy, and processes to its information technology strategy. They document this using multiple models or views that show how the current and future needs of an organization will be met in an efficient; sustainable; agile and adaptable manner. To bring business needs, capabilities, technology, and process together in an efficient and effective manner. The Process Engineer has mastered the industry-recognized knowledge areas for process engineering and works at the highest levels of abstraction, ambiguity, and complexity within the organization. He or she performs process engineering tasks to connect information. technology; processes and business needs in varying levels of detail within an area of specialty; and can perform all functions at both ends of the detail spectrum.

Preferred Requirements:

Desired skills are as follows

• Min 3 – 5 yrs Experience
• Problem solving
• Understand customer needs
• Software requirements
• Product development/Roadmap
• Presentation skills
• Technical understanding
• Verbal communication
• Requirements analysis
• Innovation
• BPMN 2.0
• LucidChart/LucidSpark
• Atlassian: Confluence/Jira

You should have some knowledge of most of the following:

• General software design principles, and familiarity with:
  o Front-end technologies
  o REST APIs
  o gRCP
  o Event-Driven Architecture
  o Domain-Driven Design
• Some knowledge of or experience with SQL, JavaScript/TypeScript, C#, Python or Java
• Knowledge of the AWS stack

Personality Attributes:

• Exceptional written and verbal communication skills,
• Sound communication skills
• Problem-solving skills
• Negotiation skills
• High-level written and verbal communication skills.
• Able to keep the information confidential
• Able to work independently and in a team
• Able to cope under pressure to perform multiple tasks
• Should exhibit excellent time management and organizational skills to complete the assigned work effectively
• Should have a good logical problem-solving ability and should be able to comprehend the given information

Role Responsibilities:

• Provide advice on digital product and process design initiatives across the business
• Assess organization readiness for key changes projects will delivery and identify areas of impact
• Execute change plans including communication, training, sponsor roadmaps, coaching, and resistance mitigation strategies
• Ensure project changes comply with audits, feedback loops are in place and corrective action plans are drawn up and followed
• Work on initiatives that may involve a broad range of functional areas, including Customer Marketing, Product Marketing, Customer Service, Sales, Networks, Logistics & Supply Chain, Billing, and Digital Sales
• Work on a diverse range of changes across the organization engaging with technical experts in areas that include changes in Processes, Systems IT, Policy, and Business Rules
• Investigate potential areas of CX improvement which include Field Work ( store/online research), Data Gathering (systems interrogation), Business Analysis and Insights Development, and Facilitating Workshop
• Escalate roadblocks to project resources and their effectiveness in a timely manner to Project Sponsors and the Program Manager
• Ensure the use of standard tools and templates to facilitate knowledge sharing and best practice development
• Identify CX impacting issues and priorities based on severity, Facilitate mitigations to resolve identified CX impacting issues, Baseline CX metrics pre-launch, and Analyse data post-launch to understand the impact on key metrics in a timely manner
• Active participation in Product launch Post Implementation Reviews