Junior Customer Experience Improvement Associate

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