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 centric 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.
Key Accountabilities and Duties Process Investigation and Documentation - Review and confirm level 2 process adaptation and adoption - Review and confirm level 3 process adaptation and adoption - Review, develop/investigate and document level 4 process adaptation and adoption - Develop and document level 5 processes and tasks describing the tasks, actions, and ways of working (SOP), describing the required: underpinning knowledge, behaviours, and outcomes (success criteria) - Ensure documentation complies with the central framework guidelines and is included and maintained in the central master record Planning & Coordination - Document and forecast risks and plan for risk mitigations - Manage local project documentation for collation with the central project team Relationship Building - Establish and manage relationships with the country teams and relevant regional stakeholders.
- Meet with operational team to gather and clarify specific requirements of each project and process element.
Location This post is based in the UK.
Travel within the UK and mainland Europe may be necessary and flexibility is required to meet the demands of the post.
The post holder may be reasonably required to work from any of our clients' locations at any time.
Education/Qualifications Essential - Undergraduate degree or relevant equivalent experience Ideal - PMP, PMI-ACP, CSM, or equivalent - Change Management certification - SAFe, scrum, lean certification Experience/Skills Essential - Expert in the Customer Journey for both Customer Care & Sales - Expert in the development and the documentation of end-to-end customer focused operational processes & tasks describing the task and actions, the underpinning knowledge, behaviours, and outcomes (success criteria) - Experienced in questioning staff on the "as is" ways of working & processes to gather deep understanding of the real - current ways of working and then interrupting the gaps to develop the best practice going forward.
- Communicate effectively with business to be able to translate the business requirements.
- Ability to translate requirements into clear, concise process design specifications.
- Identify and communicate risks and impacts, considering business implications of the business changes to the current business environment - Understanding and knowledge of both Agile and traditional project management principles, practices, and tools.
- Ability to work in & deliver programmes and projects in an ambiguous and often changing landscape.
- A balanced business/technical background providing credible leadership across functions.
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