Beschreibung
Job Title: Telecoms Customer Experience Subject Matter Expert - Telephony, CRMs, Web CMS, Knowledge Management, Workforce Management (Bi-Lingual German and English speaking)
Type: Contract
Duration: 5 months with extensions
Location: Mannheim, Germany or Zurich, Switzerland
Rate: Up to €760 per day
Start: ASAP
Purpose of role
We are looking for a Consultant with Operational Subject Matter Expertise to play a key role in delivery of client Transformation Programmes. You will bring experience of delivering improvements to customer experience, and process efficiency.
The programmes we deliver are some of the most complex in Europe and often include whole organisation transformation. Successful candidates will need to demonstrate experience of working as part of a multi-disciplinary transformation team with both client side and delivery capability.
Key Accountabilities
- Using a range of tools and techniques including Lean, Systems Thinking, Business Analysis and Business Process Reengineering tools to identify improvements in customer experience and reductions in cost
- Reviewing services/processes on your own, as part of a team or leading a workstream (process area)
- Business Analysis tasks and projects, in particular process mapping and working with business users to extract business and functional requirements using techniques such as interactive design sessions, SME Interviews, and requirements workshops.
- Liaising with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes as part of wider transformation programmes.
- Quantifying benefits, and seeking out/tackling issues that will prevent the delivery of business benefits
- Providing input to support project management, and business development deliverables.
- Building client capability through joint working, delivering training courses, and coaching/mentoring and to champion change in order to operationalise benefits.
Skills and Experience
- Experience of working within customer operations and management of customer operations across a number of channels, including - contact centres, digital, email/whitemail.
- Strong understanding of Customer Experience tools and techniques, including - telephony platforms, CRMs, Web CMS, Knowledge Management, Workforce Management, Performance and Quality Management, use of Insight and driving channel shift, etc.
- Demonstrable experience of implementing operational improvements/improving services and processes in the private sector, Telecoms specifically and also private sector services industry (eg local and central government, utilities, financial services industry police and justice, and social care)
- Ability to understand, explain and present complex business problems, at all levels of the organisation, in a persuasive and convincing manner
- Experience of both continuous improvement, and 'step change' transformation through IT-enabled programmes (for example introduction of workflow, and process automation)
- Able to understand, explain and present complex business problems, at all levels of the organisation, in a persuasive and convincing manner, including bridging the gap between business user and technical design/development teams.
- Liaison with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes.
- Analytical skills and Lean/Whole Systems and/or Lean Six Sigma process review experience
- Confident with Data Analysis eg for root cause analysis, or requirements prioritisation and business case development
- Facilitation of Workshops or other sessions (eg interviews, process observations, DILO development) to clarify processes and requirements.
- Must have excellent communication skills (oral and written) and able to develop strong relationships with stakeholders, clients and colleagues.
- Experienced user of process modelling tools (eg Microsoft Visio), and Microsoft Office tools Excel, Word and PowerPoint.
Personal Attributes
- Committed to supporting our clients to achieve operational excellence
- Able to work collaboratively with clients and colleagues. Good listener/communicator. Consults with others; Prepares for discussions; escalates when appropriate. Constructively challenges others and when challenged receives this openly
- A self-starter with the ability to show initiative and work without supervision. Proactive, thinks ahead and takes steps to avert problems. Pragmatic in finding solutions
- Seek out and tackle issues that will prevent the delivery of business benefits, facilitating open communication and discussion between stakeholders
- Able to deliver under pressure, to tight timescales, and coping with changing priorities. Tenacious when dealing with setbacks; sees things through.
- Flexibility to travel (specifically Switzerland and Germany).
Academic and Professional Qualifications
- Degree level (2.1) or equivalent qualification
- Holds a relevant professional body qualification/accreditation (eg Lean, Lean Six Sigma, ITIL or Prince2) and Customer Service accreditation.