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.
* 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.
Requirements
5 years’ related work experience, of which:
* 3 years’ work experience in managing Product Design/Development.
* 3 years’ work experience in Business Analysis and Insights.
2 years’ Business Process Management and optimisation.
* Bachelor’s degree or equivalent (Preference to Business Management, Design/Customer Management/ Business Process Analysis).
* Medium proficiency in MS Office (Word, PowerPoint and Excel).
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