CX Improvement Associate
O'Brien Recruitment
Cape Town
5d ago
source :

Cape Town - Purpose : To assist the business to improve its customers' experience and overcome operational hurdles using continuous improvement tools such as Lean, Six Sigma, Kaizen and PDCA.

Enable the business to increase its levels of operations management maturity, innovation, quality, and customer-centricity.

  • Context : The Customer Experience Improvement practitioner reports directly to the Customer Journey Manager. This position is responsible for : Identifying and overcoming operational hurdles Designing / mapping business processes Implementing these processes in conjunction with the business and IT Facilitating workshops with the business and assisting the Customer Journey Manager Internal liaison takes place with all internal departments External liaison takes place with customers and potentially third-party suppliers Process enhancement and new standards development Process Performance Analysis and Measurement Process and Customer Experience Improvement Experience : 2-3 years’ experience in a similar role in the financial services industry (Essential) 2-3 years’ or more proven work experience in a process improvement / continuous improvement role Experienced in using a range of common Lean tools including;
  • value stream mapping, RCPS & data analysis Demonstrated knowledge of data analysis experience (Essential) Ability / experience to facilitate at Team and HOD level Education : Grade 12 or equivalent (Essential) Recognised qualification in formal improvement methods (Lean Six Sigma Green Belt) (Essential) Relevant tertiary qualification in Industrial Engineering / Business Management / Information systems (advantageous) Skills : Demonstrable computer skills- proficient in Lucid chart, Excel & PowerPoint.

    Demonstrable communications skills at all levels, both verbal and written Detail consciousness Interpersonal skills Mentorship Business Partnering & Collaboration Research & Data Analytics Skills Team player with the ability to act on your own initiative Facilitation Skills Possess strong problem solving and decision-making skills Knowledge of : Analytics software such as Power BI and using data to make impactful decisions Process & continuous improvement methodologies Business analysis and agile methodologies Customer relationship management Customer Experience Management, Management by Metrics, Quality Management and Operational Excellence Zendesk

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