ENVIRONMENT:

• A cutting-edge Cloud Solutions company is looking for a dynamic Business Process Analyst to take the lead in analysing, designing, and optimising business processes with a strong focus on the customer journey.
• This role blends systems analysis, workflow design, and project management, with an emphasis on elevating customer touchpoints across all communication channels in the Contact Centre environment.
• The ideal candidate will bring 5+ years of relevant experience, along with solid expertise in Journey Mapping tools, CRMs, and strong overall computer literacy.

DUTIES:

 Customer Journey Mapping and Analysis:

• Develop detailed customer journey maps, identifying all customer touchpoints.
• Analyse and optimise customer journeys to improve customer experience and satisfaction.
• Collaborate with various departments to ensure a consistent and positive customer experience across all touchpoints.

Systems Analysis:

• Align system capabilities with customer journey objectives.
• Develop requirement specifications, data mapping, and flowcharts for system enhancements.

Workflow Design with a Customer Focus:

• Design and document processes focusing on the customer journey and touchpoints.
• Support brand strategy by ensuring a consistent multi-channel customer support experience.

General:

• Develop and maintain a deep understanding of the Company and its Contact Centre solutions.
• Keep abreast of industry trends and developments.
• Meet and maintain all company and team operating procedures and knowledge management requirements.

REQUIREMENTS:

• Matric essential
• Relevant tertiary qualification or equivalent experience essential
• Strong working knowledge on multiple communication channels essential
• 5+ years of relevant experience essential
• 5+ years of working with relevant technology including Journey Mapping tools, CRMS and general computer literacy essential

SKILLS | ATTRIBUTES

Integrity:

• Always act in a way that builds trust
• Follows through on commitments and agreements
• Consistency and trustworthiness

Team player:

• Function effectively in team situations both within and across departments and external organisations to achieve mutual goals
• Strong communication, collaboration, active listening, and problem-solving skills

Always accountable:

• Act with a clear sense of ownership, taking personal responsibility for decisions, actions and failures.
• Follow through on commitments and make sure others do the same.

Customer journey mapping:

• The ability to develop detailed Customer Journey Maps that identify all key touchpoints

Analytical:

• Data Analysis: Ability to gather and interpret data regarding customers’ behaviours, preferences, needs, etc.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Problem-Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.

Communication skills including:

• Listening: Paying full attention to what customers are saying, taking the time to understand the points being made, and asking questions as appropriate.
• Empathy: Ability to understand the customer’s perspective and feelings.
• Verbal, Written and Presentation: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Technical Skills:

• Proficiency in Journey Mapping Tools: Familiarity with tools like Microsoft Visio, Lucidchart, or other visualisation and journey mapping software.
• Customer Relationship Management (CRM) Software: Understanding of CRM platforms like Salesforce, Microsoft Dynamics, etc., which can provide valuable customer insights.
• Digital Literacy: Comfortable with digital technology, as much of the customer’s journey is now online.

Business Acumen:

• Market Knowledge: Understanding of the industry, market trends, and the competitive landscape.
• Product/Service Knowledge: Deep understanding of the company’s offerings to accurately represent them in the journey map.
• Strategic Thinking: Ability to see the big picture and how individual customer interactions fit into the broader goals of the company.

Organisational Skills:

• Ability to manage multiple tasks, timelines, and project components efficiently.
• Manage your own time effectively.
• Collaboration: Working well with a team, as journey mapping often requires input from various departments like sales, marketing, product development, etc.

Creativity and Innovation:

• Creative Thinking: Using Company products and services to solve customer problem areas.  
• Adaptability: Willingness to innovate and adjust strategies based on customer feedback and changing market conditions.