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Humanity SA

Senior Specialist Customer Experience Journey Architect

Humanity SA

  • R Undisclosed
  • Contract Senior position
  • Randburg
  • Posted 09 Apr 2024 by Humanity SA
  • Job 2560512 - Ref JP Customer Exp
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About the position

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

Humanity SA

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See all Humanity SA jobs

About the agency

Humanity is a consciousness based company that provides intuitive, creative and inspired human management solutions to those who accept that 21st century organisations need to seek superior results through culture and conscious leadership. You see, at Humanity, we go a significant step beyond the methods that have been tried and tested over the last 50 years. Through the use of our Performance Predictor Model and Consciousness Quotient tool CQ™, we are now able to predict the performance of different candidates for any defined job in the context of the organisation. The implications are massive. Imagine the productivity, the creativity, and the passion. Imagine beating your projected revenues and margins became a rule. It is in our ability to source and match individuals to companies and jobs more precisely than our competitors that is the source of our competitive advantage. Our Performance Predictor™ model is able to match more precisely the needs of the 21st century job to the individual. We can do this because we comprehensively pre-test all our candidates for both functional and behavioural competence before we assess your company and job needs on the same basis. What you need to know about Humanity 101 •We are a retained specialist search recruitment agency for Africa •We partner with our clients to source the best talent using our ground breaking methodology •Key to our methodology is the fact that we go beyond functional competence to measure every candidate’s behavioral competence before we attempt to make a match •Our fees are between 20% and 25%, we justify our fees with our approach and groundbreaking methodology. What other recruitment agency does this? None, but they expect high fees. •We offer an extended guarantee of 6 months for ALL our placements •We are ASPO certified •We are a level 3 BEE company •We are not positioned to work on assignments of less than R450k •We will call in a variety of vertical markets and place across most horizontal specialisations. •Our website is where we hope to start our relationship with our candidates. •We take the business of recruiting very seriously, but we believe will can still have fun while we are doing it. •We are not your typical recruitment agency!! Use us once and we guarantee you wont use another recruiter again. •Our belief in this holistic ‘matchmaking’ philosophy is so strong that you will find its visual presence in our logo. •Based on a Celtic love knot, the Humanity logo portrays the three crucial aspects: mind, body and soul which need to be in harmony with the job to create the peace, joy and love that high performing employees express when they say, “I LOVE my job”.

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Job expired on 2024/04/16

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