Process Architecture Lead

Responsibilities:

• Lead continuous improvement/optimization of e2e processes/services in the EX-Hub, facilitate successful implementation of new services; promote the process toward an automated environment
• Facilitate workshops between business and technical stakeholders, to map out current state and devise future state processes.
• Lead coordinate and manage virtual project teams; apply Lean & Six Sigma DMAIC Methodology to assess current process gaps and quantify wastes
• Identify key Customer Care workflows (e.g., process steps, tools, touchpoints, owners)
• Define key performance indicators to diagnose gaps, opportunities, and root causes
• Assess the existing state of Employee Experience processes, identify gaps, opportunities, main sources of waste
• Define a measurement and reporting approach to help us understand performance of each process and identify improvement opportunities
• Develop and document standardized processes (SOPs) for key Customer Care workflows and implement while partnering with Ops leadership and Training