Overview
Role purpose
Main responsibilities of this role :
Responsibilities
* identifying emerging business needs and projects, that need to be included or have an impact on the Business Transformation scope
* designing and validating customer journeys and processes, across multiple touchpoints including both care and sales channels (web, TOBi, app, IVR, customer care, retail, telesales, CVM)
* ensure to deliver program goals on budget and on time
* Key accountabilities and decision ownership
* Ability to simplify complex information within cross-functional activities
* Ability to identify, gather and analyze main KPIs
* Coordinate with cross departments stakeholders, including marketing and IT, to gather key information critical to success of the project
* Establishing compelling and coherent experiences across customer-facing channels, identifying potential issues and mitigations in advance
* Collaborate with Digital Transformation vendor to provide the best solution possible with a specific attention to processes simplification
* Identify new opportunities for simplification and synergies among the several parallel workstreams
Qualifications
* Must have technical / professional qualifications
* Strong interpersonal and organizational skills
* Good knowledge of MS office (ppt, excel)
* Proven working experience in project management
* Fluent English
* Knowledge of CRM within Digital & Business transformation is a plus
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