Perform Customer/Product Research, Insights and Analytics
Analyse Customer journey mapping processes and key performance indicators for insights, root cause analysis, trends and improvement opportunities.
Conduct Market, Customer and Product research for insights and improvement opportunities.
Conduct Voice of Customer research for insights and improvement opportunities.
Analyse Behavioural analytics data on digital channels.
Align with Customer Value Proposition research and design analytics in innovation teams.
Identify Business Requirements and Map Processes
Define and document business requirements for digital products and features.
Define and document business processes for digital products and features.
Support Business Analysts with the development of business and functional requirements specifications.
Design Digital Products
Identify product features for digital solutions in alignment with the digital product catalogue.
Co-create product and feature solution designs with Customers, Business, IT and Suppliers for digital channels in alignment with the digital product catalogue.
Support with UI/UX design for Customer related products and features
Map data and tables to processes and core systems.
Support Product Development and Testing
Support with the development of test cases and test packs
Perform UAT, regression testing, stabilisation testing (time based and load testing), pre-deployment testing.
Support with remediation of break fixes and incidents
Support with identification and development of change requests
Manage Customer and Digital Processes
Define Customer Processes (User Management, onboarding, Customer life cycle management and other Customer related processes).
Develop, implement, and monitor Standard Operating Procedures for Customer processes.
Identify and implement continuous improvement opportunities for Customer processes.
Digitize and automate Customer processes through the Customer platform.
Manage administrative execution of Customer processes
Develop and publish Customer dashboards to create visibility and insights on Customer metrics.
Perform adhoc analytics for executive and management reports.
Perform Super User Support on Customer platform to enable governance and oversight.
Support Customer Strategy development and execution
Contribute to Customer and digital strategy development utilising subject matter knowledge and insights
Support with the translation of Customer strategy into tactical plans metrics.
Minimum Requirements:Work Experience
5 years' related work experience, of which:
3 years' work experience in managing Product Design/Development
3 years' work experience Business Analysis and Insights
2 years' Business Process Management and optimisation
Minimum Requirements: Education
Bachelor's degree/ or equivalent (Preference to Business Management, Design/Customer Management/ Business Process Analysis)
Project Management training (advantageous)
Medium proficiency in MS Office (Word, PowerPoint and Excel)
#J-18808-Ljbffr
