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CX Process Engineering LeadOptus
About the Role The primary accountabilities of the CX Process Engineering Lead is to work closely with the business and identify key areas for improvement that drive an increase in CX and are aligned to both the company and business units strategic goals. You will use creative thinking, consulting, process improvement and problem-solving skills to help size, scope, recommend and deliver key opportunities for improvement ensuring that from a commercial aspect the benefits are realistic. This includes understanding needs of customers across any segment or life-stage, outlining options to ensure these needs are met in design of any product proposition and finally ensuring the go to market proposition ensures execution.
Execution could involve transforming processes, systems and/or culture and may also involve embedding the required infrastructure to achieve end state. Success will be measured via NPS and key business metrics across the Consumer product sets. The objective of the role is to work with the business and other members of the CX Optimisation team in delivering outcomes, utilising Human Centered Design; Lean Six Sigma; Agile; Organisational Change and Core consultation & Facilitation Skills.
Key characteristics of this role include: Assess organisation readiness for key changes projects will delivery and identify areas of impact Execute change plans including communication, training, sponsor roadmaps, coaching and resistance mitigation strategies Ensure project changes comply with audits, feedback loops are in place and corrective action plans are drawn up and followed Work on initiatives that may involve a broad range of functional areas, including Customer Marketing, Product Marketing, Customer Service, Sales, Networks, Logistics & Supply Chain, Billing and Digital Sales Work on a diverse range of changes across the organisation engaging with technical experts in areas that include changes in Process, Systems IT, Policy and Business Rules Investigate potential areas of CX improvement which include Field Work ( store/online research), Data Gathering (systems interrogation), Business Analysis and Insights Development and Facilitating Workshops Escalate roadblocks to project resources and their effectiveness in a timely manner to Project Sponsors and the Program Manager Ensure the use of standard tools and templates to facilitate knowledge sharing and best practice development Identify CX impacting issues and priorities based on severity, Facilitate mitigations to resolve identified CX impacting issues, Baseline CX metrics pre-launch and Analyse data post-launch to understand impact on key metrics in a timely manner Active participation in Product launch Post Implementation Reviews About You We are looking for the following skills, attributes and experience In-depth experience in the FMCG/Consumer Products sector Project, Lean Six Sigma (Yellow ,Green or Blackbelt), PMP, PRINCE2, Agile, Prosci Leading and delivering CAPEX/OPEX projects foll....