The Customer Experience

5 dni temu

Kraków, Lesser Poland ArcelorMittal Business Center Of Excellence Pełny etat
The Customer Experience (CX) Process Chief Specialist

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  1. Evaluate existing business processes for inefficiencies, bottlenecks, and opportunities for improvement.
  2. Use process mapping, flowcharts, and data analysis tools to visualize and document current workflows.
  3. Recommend and implement process changes or redesigns to optimize efficiency, reduce costs, and improve service delivery.
  4. Create and maintain comprehensive documentation of business processes, including standard operating procedures (SOPs), process maps, and workflow diagrams.
  5. Ensure that all process documentation is up to date, accessible, and follows industry or company standards.
  6. Act as a liaison between departments to ensure smooth communication and alignment on process changes.
  7. Gather feedback from employees and departments to refine and improve business processes.
  8. Define and monitor key performance indicators (KPIs) to measure the effectiveness of processes.
  9. Analyze data to evaluate the impact of process changes and generate regular performance reports for leadership.
  10. Identify trends, issues, and opportunities from process metrics to guide future improvements.
  11. Provide training to employees on new or updated processes to ensure understanding and adoption.
  12. Serve as a point of contact for troubleshooting process-related issues or challenges.
  13. Support teams in adopting new technologies or tools that improve process efficiency.
  14. Ensure processes comply with internal policies, regulations, and industry standards.
  15. Identify process-related risks and work with relevant teams to develop mitigation strategies.
  16. Implement controls and audits to maintain process integrity and compliance over time.
  17. Drive a culture of continuous improvement by encouraging feedback and regularly revisiting processes.
  18. Stay updated on industry trends and best practices to introduce innovative process improvements.
  19. Lead or participate in process improvement initiatives.
  20. Identify opportunities to leverage automation tools or software to streamline workflows and reduce manual work.
  21. Collaborate with IT teams to implement and integrate new technologies into existing processes.

Our requirements

  1. Extensive Process Management Experience, min 4 years
  2. Industry Knowledge: experience in Order To Cash, Customer Experience, or similar roles is preferred.
  3. Process Mapping: Ability to visualize workflows and document processes.
  4. Proficiency in Microsoft Office Suite, Visio, SAP.
  5. Certifications (Optional but Beneficial): Lean, Six Sigma.
  6. Experience in project management and change management.
  7. Proficiency in English and one additional language will be a plus (e.g., German, Italian, French, Spanish, Czech, Dutch).
  8. Openness to visit the office 3 days per week (office in Dąbrowa Górnicza or Kraków).

Needed Competences:

  1. Customer-Centric Mindset
  2. Communication and Collaboration
  3. Influencing and Negotiation
  4. Ability to work effectively in a team and independently
  5. Agility and Adaptability
  6. Strong attention to detail and problem-solving skills.
  7. Improvements orientation
  8. Keen on constant learning & adopting new skills
Seniority level

Associate

Employment type

Full-time

Job function

General Business

Industries

Business Consulting and Services

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