Company Context Our client is embarking on a journey of European process and technology harmonisation driven by the desire to make the customer (the person) the centre of everything.
This requires a corporate mindset shift away from BAU focusing on contracts, locations, and premises, to customer centricity and engaging with the customer in any way they choose.
This transition impacts all facets of the business and builds the framework for sustainable growth with common processes, behaviours, and tools across the region.
This enables the company to move to core central development with local deployment.
The key to success for this transition is not technology deployment, but a shift in business mindset to - "Think regionally but deliver Locally" - "Customer as a person", not contract, location, or premises.
Role Context This role will describe and document the business process moving from the high-level regional process to the practical local how it is carried out process.
For both the Customer Care and Sales process within the business for each of the 17 countries in Europe starting with the primary markets of: Belgium, France, Germany, Italy, Netherlands, Portugal, Spain, and additionally include Austria, Czech Republic & Switzerland.
Then building out for Nordics countries (Denmark, Finland, Norway, Sweden).
Job Purpose This role will research and develop detailed level 4 process workflows and level 5 tasks, describing what is done, how it is done, and when it is done, including which tools are used.
The deliverables will be two items: Detailed ways of working - SOP at task level Detailed outputs of business (non-technical) user requirements.
Following the development of the business user requirements, this role will ensure to feed these requirements into the pan European business user requirements group and then work with the IT BA to develop system requirements and user stories.
This isn't an IT BA role; it is a Process & Customer Service role within each country to support the transformation.
Person Profile You will have a strong Customer Centric CRM background across sales, service, and call centre (marketing and understanding of finance processes desirable).
You will act as the local "touch point" to ensure the customer is at the centre of all process development.
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