Job Overview

The role involves overseeing the strategic use of process mining tools for end-to-end business process optimization. Collaborate with cross-functional teams to identify and act on process inefficiencies and opportunities within the Customer Experience domain. Apply strong analytical skills to translate insights into actionable recommendations, aligning data-driven optimizations with business objectives.

Responsibilities

Process Mining:

• Analyze event logs from CX Support tools as well as other business tools to uncover existing workflow intricacies. Identify and understand process variations and deviations.

Process Mapping and Modeling:

• Craft visual process models, capturing essential data. Document each step, input, and output with precision.

Performance Metrics:

• Calculate key process performance indicators (KPIs) like cycle time and throughput. Pinpoint bottlenecks and areas for improvement.

Root Cause Analysis:

• Investigate process inefficiencies thoroughly. Identify and analyze the reasons behind any deviations from the standard.

Process Optimization:

• Propose enhancements to streamline processes. Conduct simulations to evaluate the potential impact of changes.

Collaboration:

• Work closely with stakeholders to implement improvements. Ensure that every optimization aligns seamlessly with overarching business goals.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Analytics, or a related field  (CBAP, MBA PMP an added advantage)
• Proven experience in utilizing process mining tools (e.g., Celonis, Disco, ProM) in a professional setting.
• Background in data analysis, business process optimization, or similar roles.
• Proficient in process mapping and flowcharting tools (Camunda, Microsoft Visio or any other process modelling tool).
• Proficiency with BPMN 2.0
• Strong analytical and problem-solving skills with a keen attention to detail.
• Proficient in SQL for data extraction, manipulation, and analysis
• Ability to interpret complex data and extract meaningful insights.
• Excellent communication skills with the ability to convey technical information to non-technical stakeholders.
• Experience in preparing and delivering clear and concise presentations.
• Demonstrated ability to work collaboratively in cross-functional teams.
• Comfortable engaging with stakeholders at various levels of the organization.
• Ability to adapt to changing priorities and navigate ambiguity.
• Eagerness to stay updated on emerging trends and advancements in process mining.
• Proactive mindset with a focus on identifying and solving business problems through process optimization.