Senior Specialist Customer Experience Journey Architect at NTT Ltd.

Key Roles and Responsibilities:

• 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.
• 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 realization 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
• 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.

Academic Qualifications and Certifications:

• Industrial Engineering Degree / Information Systems/ Computer Science Statistics an advantage
• 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 analyze business processes and workflows
• Strong business/client engagement skills