About the position
ENVIRONMENT:
A cutting-edge Cloud Solutions company is looking for a dynamic Business Process Analyst to take the lead in analysing, designing, and optimising business processes with a strong focus on the customer journey. This role blends systems analysis, workflow design, and project management, with an emphasis on elevating customer touchpoints across all communication channels in the Contact Centre environment. The ideal candidate will bring 5+ years of relevant experience, along with solid expertise in Journey Mapping tools, CRMs, and strong overall computer literacy.
DUTIES:
Customer Journey Mapping and Analysis:
- Develop detailed customer journey maps, identifying all customer touchpoints.
- Analyse and optimise customer journeys to improve customer experience and satisfaction.
- Collaborate with various departments to ensure a consistent and positive customer experience across all touchpoints.
Systems Analysis:
- Align system capabilities with customer journey objectives.
- Develop requirement specifications, data mapping, and flowcharts for system enhancements.
Workflow Design with a Customer Focus:
- Design and document processes focusing on the customer journey and touchpoints.
- Support brand strategy by ensuring a consistent multi-channel customer support experience.
General:
- Develop and maintain a deep understanding of the Company and its Contact Centre solutions.
- Keep abreast of industry trends and developments.
- Meet and maintain all company and team operating procedures and knowledge management requirements.
REQUIREMENTS:
- Matric essential
- Relevant tertiary qualification or equivalent experience essential
- Strong working knowledge on multiple communication channels essential
- 5+ years of relevant experience essential
- 5+ years of working with relevant technology including Journey Mapping tools, CRMS and general computer literacy essential
SKILLS | ATTRIBUTES
Integrity:
- Always act in a way that builds trust
- Follows through on commitments and agreements
- Consistency and trustworthiness
Team player:
- Function effectively in team situations both within and across departments and external organisations to achieve mutual goals
- Strong communication, collaboration, active listening, and problem-solving skills
Always accountable:
- Act with a clear sense of ownership, taking personal responsibility for decisions, actions and failures.
- Follow through on commitments and make sure others do the same.
Customer journey mapping:
- The ability to develop detailed Customer Journey Maps that identify all key touchpoints
Analytical:
- Data Analysis: Ability to gather and interpret data regarding customers' behaviours, preferences, needs, etc.
- Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Problem-Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.
Communication skills including:
- Listening: Paying full attention to what customers are saying, taking the time to understand the points being made, and asking questions as appropriate.
- Empathy: Ability to understand the customer's perspective and feelings.
- Verbal, Written and Presentation: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Technical Skills:
- Proficiency in Journey Mapping Tools: Familiarity with tools like Microsoft Visio, Lucidchart, or other visualisation and journey mapping software.
- Customer Relationship Management (CRM) Software: Understanding of CRM platforms like Salesforce, Microsoft Dynamics, etc., which can provide valuable customer insights.
- Digital Literacy: Comfortable with digital technology, as much of the customer's journey is now online.
Business Acumen:
- Market Knowledge: Understanding of the industry, market trends, and the competitive landscape.
- Product/Service Knowledge: Deep understanding of the company's offerings to accurately represent them in the journey map.
- Strategic Thinking: Ability to see the big picture and how individual customer interactions fit into the broader goals of the company.
Organisational Skills:
- Ability to manage multiple tasks, timelines, and project components efficiently.
- Manage your own time effectively.
- Collaboration: Working well with a team, as journey mapping often requires input from various departments like sales, marketing, product development, etc.
Creativity and Innovation:
- Creative Thinking: Using Company products and services to solve customer problem areas.
- Adaptability: Willingness to innovate and adjust strategies based on customer feedback and changing market conditions.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.
Desired Skills:
