Customer Journey & Process Architect

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Re-imagines the established customer journey based on customer insights (VOC) & relevant operational data points (Resolution Rate, Service Level, etc.) and identify various inefficiencies and bottlenecks of existing customer problems. Champions process excellence by challenging the status quo on policies and processes to simplify and automate current policies/processes to quickly solve customer problems.

DUTIES AND RESPONSIBILITIES:

• Leads the policy and/or process transformation initiatives by analyzing gaps between the desired customer journey versus results of customer survey, key operational and business metrics

• Drive the need for change by collaborating with project leads and key stakeholders to ensure constant efforts for process improvements are initiated aligned with objectives

• Establish the project/initiative's objective and requirements and effectively identified and (if needed) negotiates the requirements and timeline

• Create, implement and prioritize process improvement programs that:

​   -Adhere or enhance the recommended customer experience/journey

  -Have biggest impact to customers and business goals

-Identify and mitigate internal and external risks

-Connect the CM process with the end-to-end (enterprise-wide) process

• Select appropriate process modeling tools and techniques to craft/review/document PPMs effectively

• Ensures that the approved process design is correctly and effectively deployed through effective training and content management strategies

REQUIREMENTS:

Work Experience

• At least 3-5 years of work experience with minimum of 3 years experience in customer experience & process management

• Experienced in creating customer journey designs and process work flows adhering to CX designs

• Experienced in developing instructional and procedural documentations & presentations

• Experienced in Agile ways of working & data insighting

Level of Knowledge:

• Proficient in customer experience design creation

• Proficient in business process management analysis & design

• Proficient in process design basic tools (vision, google draw io, Bisagi, MS project)

• Proficient in Agile methodologies & Six SIgma practices

• Proficient in data analysis & insighting

Educational Attainment:

• At least college graduate of any 4 year business course

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.