CX Improvement Associate at Mukuru

CX Improvement Associate

• An exciting opportunity exists for a CX Improvement Associate to join our Operations team based in Cape Town. The main purpose of this role is to assist business to improve its customers experience and overcome operational hurdles using continuous improvement tools such as Lean, Six Sigma, Kaizen and PDCA, thereby enabling the business to increase its levels of operations management maturity, innovation, quality, and customer centricity. The Customer Experience Improvement practitioner reports directly to the Customer Journey Manager. This position is responsible for identifying and overcoming operational hurdles, designing/mapping business processes, implementing these processes in conjunction with the business and IT, facilitating workshops with the business and assisting the Customer Journey Manager. Internal Liaison takes place with all internal departments. External liaison takes place with customers and potentially third-party suppliers.

Duties and Responsibilities (include but is not limited to):

• Process enhancement and new standards development
• Identify and develop potential opportunities to enhance current business processes
• Work with the Digital Lead to enhance the application of operations management tools, techniques, and process management
• Act as a project champion for projects that are run at a company level that affect this role
• Represent the operations business unit and Mukuru’s customers interests in process improvement forums, cross-functionals and so on
• Actively implement new processes and or improve older process to enhance the operations and customer experience of Mukuru
• Process Performance Analysis and Measurement
• Conduct an annual review of the primary processes in operations to ensure the documentation is maintained
• Develop and maintain internal operating service levels to include process and task definitions, unit times, service standards, volumes, and frequencies
• Root cause analysis of key drivers of failure and customer dissatisfaction ensure we focus on the right areas to improve our business
• Develop and implementation of solutions to improve our business performance through the application of Lean and other continuous improvement methodologies
• Facilitate Lean (Kaizen) workshops to map current and future state positions
• Apply the process improvement tools through all stages of their methodologies to identify and resolve the cause of process issues
• Designing/mapping business process in multiple dimensions using the applicable tools
• Assist the Business Analysts in identifying and describing IT system changes on approved process improvement projects
• To manage own professional and self-development

Minimum Requirements:

• Grade 12 or equivalent (Essential)
• Recognised qualification in formal improvement methods (Lean Six Sigma Green Belt) (Essential)
• Relevant tertiary qualification in Industrial Engineering/ Business Management/Information systems (Advantageous)
• 2-3 years’ experience in similar role in the financial services industry (Essential)
• 2-3 years’ or more proven work experience in a process improvement /continuous improvement role
• Experience in using a range of common Lean tools including value stream mapping, RCPS & data analysis
• Demonstrated knowledge of data analysis experience (Essential)
• Ability/experience to facilitate at Team and HOD level
• Knowledge of analytics software such as Power BI and using data to make impactful decisions
• Knowledge of process & continuous improvement methodologies
• Knowledge of business analysis and agile methodologies
• Knowledge of customer relationship management
• Knowledge of Customer Experience Management, Management by Metrics, Quality Management and Operational Excellence
• Knowledge of Zendesk

Additional Skills:

• Demonstrable computer skills- proficient in Lucid chart, Excel & PowerPoint.
• Demonstrable communications skills at all levels, both verbal and written
• Detail consciousness
• Interpersonal skills
• Mentorship
• Business Partnering & Collaboration
• Research & Data Analytics Skills
• Team player with the ability to act on your own initiative Facilitation Skills
• Possess strong problem solving and decision-making skills