Junior Customer Experience Improvement Associate

CDI Mukuru posted 3 weeks ago
Job Description

Duties And Responsibilities (Include But Is Not Limited To)

  • Identify and develop potential opportunities to enhance current business processes
  • Contribute to the development of standard and best practice methodology
  • Act as a support project champion for projects that are run at a company level that affect this role
  • Represent the operations business unit and Mukuru’s customers’ interests in process improvement forums, cross-functionals, and so on
  • Escalate common process issues to the relevant stakeholder/ structure
  • Actively implement new processes and or improve the older processes to enhance the operations and customer experience of Mukuru
  • Ensure operational processes are mapped
  • Compile comparative analysis with other business units
  • Escalate process enhancements need to relevant stakeholders
  • Root cause analysis of key drivers of failure and customer dissatisfaction ensure we focus on the right areas to improve our business
  • Develop and implementation of solutions to improve our business performance through the application of Lean and other continuous improvement methodologies
  • Stakeholder engagement and management across Mukuru
  • Performing data analysis and presentation
  • Applying the process improvement tools through all stages of their methodologies to identify and resolve the cause of process issues
  • Designing/mapping business process in multiple dimensions using the applicable tools
  • Assisting the Business Analysts in identifying and describing IT system changes on approved process improvement projects
  • Calculating and reporting on the benefits of the process improvements
  • Reporting on the progress of projects
  • Manage own professional and self-development

Key Requirements

  • Grade 12 or equivalent (Essential)
  • Recognized qualification informal improvement methods (Lean Six Sigma White, Yellow or Green Belt) (Advantageous)
  • 1-2 years’ experience in a similar role in the financial services industry (Preferred)
  • 1-2 years’ or more proven work experience in a process improvement /continuous improvement role (Advantageous)
  • Experienced in using a range of common Lean tools including; value stream mapping, RCPS & data analysis (Advantageous)
  • Awareness of Customer Experience Management, Management by Metrics, Quality Management and Operational Excellence

Additional Skills

  • Demonstrable computer skills- proficient in Lucid chart, Excel & PowerPoint.
  • Demonstrable communications skills both verbal and written
  • Detail consciousness
  • Interpersonal skills
  • Business Partnering & Collaboration
  • Research & Data Analytics Skills (Advantageous)
  • Team player with the ability to act on your own initiative
  • Facilitation Skills

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