Customer Journey Process Analyst

Salary: £48,000 per year

Customer Journey Process Analyst- Permanent

Cheshire- Hybrid Working 

Up to £48,000 Per Annum +Hybrid working and excellent benefits

Due to continued success and growth, we now have a fantastic opportunity for a skilled Customer Journey Process Analyst to join an organisation based in Cheshire. You will be responsible for mapping client, customer journeys, mapping processes and building standard operating procedures, create use cases, mapping the as- is to-be, gathering requirements and running and facilitating workshops.

 Tasks:

• Look at and review operational processes at all interaction points in order to make or suggest improved efficiencies
• Process mapping to level 5 and use appropriate technology, content and associated tools
• Regularly engage and work closely with stakeholders to understand organisation structures, processes and procedures in order to develop optimum solutions and defined requirements
• Understand business requirements and key implications, and be able to ‘walk through’ your analysis and recommendations to all areas of the business
• Develop standard operating procedures to be used for learning materials
• Own the business requirement management process from inception through to development and test and help transition in to new and existing business operations and processes
• The ability to construct quality business cases, with confidence and gravitas to present to senior stakeholders when required
• Deliver workshops and meeting facilitation to offer project management skills for non IT related projects
• Conduct impact assessments with key operational stakeholders to highlight highlighting risk and benefits of change in the Contact Centres
• Develop a thorough knowledge of the business and culture

 Experience Needed:

• Experience of working within a contact centre preferred, but candidates who have a variety of experience and accustomed to similar fast paced environments will be considered
• Strong requirements gathering & documentation skillset, with proven experience of documenting business requirements effectively

• Demonstrable track record of Process Mapping and supporting complex delivery programmes

• Previous Business analysis experience will be essential having worked on multiple projects/programmes
• Solid stakeholder management and proven customer focus skills along with being a great communicator
• Comprehensive knowledge of business process analysis tools and techniques
• Ability to use initiative and work both independently and as part of a team
• Good Project Management methodology knowledge (Prince 2, Agile, APMG)
• A Lean Six Sigma Certification would be highly desirable
• Previous experience of utilising Visio and process mapping tools.

If you feel your experience matches the above description please for immediate consideration!