Process Expert
Date Published: 18 Sep, 2023
Location: Brussels, Belgium
Type of job: Open to both
Job Description:
We’re an independent digital consultancy with big ambitions. With offices in Belgium, India and the UK, we support a wide range of businesses. We build digital teams and deliver digital solutions. We are hiring for Process Expert with 3-6 years of experience.
Responsibilities:
- As a process expert you are responsible for identifying & implementing opportunities to improve the customer experience and internal efficiency in the servicing domain
- You coordinate - with a high degree of autonomy - from beginning to end (mainly) technical support process optimizations with specific attention to customer friendliness and digitalization, clear and efficient procedures for the operational departments, the necessary tools to provide good technical support on the product. Where necessary you will question the current support model and make proposals for change, and to make the processes more consistent and aligned.
- Your activities are mainly in the customer journey ‘technical assistance’, but not only
- Starting from specific pain points you identify improvement opportunities (both for the customers and for our operational services)
- You will be the point of contact for our operational support teams to follow up on professional products, to improve their existing processes. In this context, you will interact with other divisions to implement and prioritize improvement projects (you will be in contact with product managers, IT developers,...)
- You represent operational departments in tribes/squads or project/program teams in full transparency with internal stakeholders. You validate positions and decisions with internal contacts. You create project requirements considering input from internal contacts
- Within the project teams you respect the project planning and methodology. You report functionally to the project manager who leads the project. You participate in the project and process meetings which take place during the different phases of the project. You brief the project board member from your department for each project board and provide escalation as needed
- You call on a (virtual) team of staff and field contacts that you involve in the different phases of the projects
- You organise workshops to gain a better understanding of problems, analyse potential solutions and formulate a plan of approach for which you obtain the necessary buy-in
- You provide business case input by estimating the operational impact together with the Capacity team, and you defend your idea towards management.
- You discuss your idea with operational teams and you involve them during the entire implementation phase
- You coordinate the user acceptance and production tests of your product within the team and you analyse/report on the progress of the tests and possible issues
- You define the communication needs of all affected (sub)departments in collaboration with all parties involved. You use the appropriate communication channels
- After the launch you take care of follow up and remain the point of contact within CUO: you follow up on any post-launch issues and provide clear reporting on the situation after the launch
- You play an active role in monitoring the customer experience and you give the necessary focus to the quality gates where the customer experience is evaluated. For internal customers, you pay attention to the ergonomics of the systems and simple processes
- You are looking for synergies and best practices with other teams within our organisation (e.g Technical support domain, Administrative servicing prof market,...)
Job Summary:
- You have at least 3-6 years of relevant business experience
- You speak and write English fluently, and one of the languages Dutch or French. You can understand and express yourself well in the other language, Dutch, or French
- You have a university degree or master’s degree or equivalent through experience
- You are fascinated by digital solutions and are always looking to improve customer satisfaction and operational efficiency
- You have affinity for project work coupled with extensive operational experience in a relevant environment
- You're diplomatic, communicative and you can build bridges where needed
- You can communicate complex subjects in a simple and clear way
- You are a team player, both transversely and within your own department
- You have a sense for timely and good decision making
- You have proven ability to work autonomously and systematically
- You can prioritize, structure, and distinguish the core of side issues
- You can think both conceptually and very concretely
- You are strongly result-oriented
- You have a strong analytical mind, and you think and act solution oriented
- You are strongly customer-oriented and can well put yourself in the customer's situation
- You spontaneously propose new initiatives and substantiate them with detailed arguments
- You are flexible and able to deliver quality work under pressure
- Knowledge of process methodology is an asset
- Knowledge of a telecom organization and products & services for the professional market is an asset, but not a must
- Good knowledge of Microsoft office: Outlook, Excel, PowerPoint, Visio
- Good knowledge of MicroStrategy or similar reporting tools
What we offer:
- Get involved with state-of-the-art technologies and innovative projects
- Be part of a fast-growing company
- A competitive salary including benefits