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Global Process Manager Customer Business Platform
hace 3 semanas
End-to-end responsibility for the assigned processes as part of the overall customer business platform
- Ensure end-to-end value along Customer Journey in terms of customer experience (CX) and user experience (UX), efficiency and effectiveness
- Definition and prepare for decision (in alignment with head) on the respective processes & platform and how to digitalize them to create value, including lifecycle management (ideation, prioritization, creation, driving, and documentation of processes, as well as phasing out if necessary)
- Responsibility for data transparency, analytics, tracking, and reporting of key process metrics for continuous product improvement
**Key Areas**
- Ensure use cases and values are clear and prepare demands for DIT demand process (with defined roadmap)
- Identify digitalization demands and opportunities (Markets & Regions), define relevant projects, execute and realize appropriate scalable solutions (based on test & learn cases with “_fail fast, fail cheap and learn” approach)_
- Initiate, and implement new E2E value solutions for better CX, UX, efficiency
- Ensure actionable data insights are gained to create value from data
**End-to-End (E2E) Process Responsibility**
- Ensure process transparency, business value measurement and data quality
- Review current processes and identify opportunities for process optimization & digitalization
**Manage the team matrix**
- Ensure close collaboration with DIT product owners and all relevant stakeholders across markets and regions
- Actively support implementation lead & performance manager to engage key users and understand user needs and demands to continuously improve processes
- Work closely with the Global product owner and the Digital Competence Center
- E2E thinking
- Ability to work in an international and agile environment
- Excellent communication, time management, problem solving, organizational, process, and analytical skills
- Willingness and ability to challenge and improve existing processes and structures, even in the face of resistance; commitment to challenging the status quo
- Result driven and focused
- Think from the user's perspective to create a great UX
- Experience in leading people in a matrix
- Experience in digital environments
- Several (8+) years of experience in the context of process management for digital platforms or similar
- Strategic thinking to develop a long-term vision for the platform, ability to align roadmap with overall business strategy and targets
- Business fluent English
- German language skills is a plus
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