Process Designer - Customer Experience

Process Designer / Specialist - Channel Change - B2C - Mobile Telecoms

Job Description

Job Context

This role reports to the Customer Service Design Lead and is part of the wider Channel Operations Team within the Customer Function of a leading mobile operator.

This is an individual contributor responsible for designing customer processes that will be used by our people to deal with customer queries across our channels - contact centre, retail and online.

The individual is responsible for working collaboratively with multiple teams across the business, to design and develop processes which deliver customer satisfaction, positive brand perception and commercial targets.

Roles & Responsibilities

Job Purpose The role is part of the customer solution design team. The purpose of the Customer Solution Design team is to support the brand strategy by designing and delivering consistent, multi-channel customer support solutions. The role works alongside customer solution designers and will be responsible for designing, documenting and improving processes to meet the desired customer experience.

Responsibilities

Project Management Delivers required outcomes by working within an established project management plan.

Compliance Highlights shortcomings and suggests improvements in current compliance processes, systems and procedures within assigned unit and/or discipline.

Improvement / Innovation Identifies shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.

Knowledge Management Uses the knowledge management system to access required information for specific purposes.

Needs Assessment Explores issues and/or needs to establish potential causes, related issues and barriers.

Policy Development & Implementation Participates in developing policies for area of responsibility, creating underlying procedures and monitoring their implementation within the organisation.

Product & Solution Development Solves known problems and/or delivers prescribed outcomes by performing designated development/engineering activities using existing systems.

Quality Develops new methods, tools and programs for quality assurance while leading developmental initiatives and/or programs within an area of expertise.

Recommendations Recommends ways to improve support for operations by changing policies, processes, standards and practices.

Solutions Analysis Identifies and evaluates complex expertise-led solutions against a range of criteria to find the ones that best meet business needs.

Technical Skills

Verbal Communication Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Managing Change Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on maintaining high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change.

Customer System Operation Uses comprehensive knowledge and skills to work independently while guiding and training others how to understand and effectively operate all customer management systems.

Business Requirements Analysis Works without supervision and provides technical guidance when required on analysing the business requirements that IT solutions must meet.

Policy and procedures Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organisational strategies and objectives.

Planning and Organising Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives.

Compliance Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.

Data Collection and analysis Works without supervision and provides technical guidance when required on analysing data trends for use in reports to help guide decision making.

Policy and Regulation Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.

Review and Reporting Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

Skills, Experience & Qualifications

Education

General Education High School / FE College.

Experience

General Experience Experienced practitioner able to work unsupervised.

Managerial Experience Basic experience of coordinating the work of others.

Project People is acting as an Employment Agency in relation to this vacancy.