Job Title: Business Process Quality Senior Specialist
Location: Gaydon, Warwickshire
Rate: £45.26ph via an Umbrella Company (Inside IR35) or £34.20ph PAYE
Employment Type: Contract (Duration: 12 months)
Hours: Standard 40 Hours Per Week
Our client strives to put our customers at the heart of everything they do and are passionate about giving their customers the best possible experience. In order to drive focus in this key area of their business, they are rapidly growing our Customer Experience Centre of Excellence.
Organised to optimise delivery and ongoing continuous improvement of the key digital products that underpin our customer experience, the Centre of Excellence brings together digital, customer journey and business experts to co-create and implement new and exciting ways to give their customers the best possible modern luxury experience as they engage with their exciting global brands.
To help deliver the change they need across business they are looking to hire specialists who can help lead the business change associated with their new global digital products.
The successful candidates will work closely with their digital squads to define the required business change and will help deploy the best change management practices and communications in support of taking new digital products to market and driving their adoption across their global teams.
- Responsible for working with key stakeholders to carry out change impact analysis in support of planning all business change interventions required to facilitate successful digital delivery.
- Responsible for leading process design and documentation required to implement business change.
- Responsible for the creation of relevant communications materials to all stakeholders impacted by business change.
- Responsible for creating training plans for all impacted stakeholders and overseeing delivery of training.
- Responsible for delivery of all other change requirements e.g., contractual changes, documentation of work instructions, GDPR compliance etc
- Responsible for liaising with key stakeholders to coordinate change building, testing and implementation.
- Responsible for creating (and delivering) communications to prepare the wider business and increase the reach of the DCX,
- Responsible for maintaining change tools and techniques and upskilling the relevant chapters and communities in these.
- Responsible for identifying and integrating change activity across the customer experience team, to create a seamless change journey for stakeholders.
- Plays an active role in the change community across all areas of Commercial.
- Uses personal experience, networks and knowledge of external forums to add direct value to solution design, moving projects forward with focus and speed, ensuring quality, and evaluating alternatives
Skills Required:
- Stakeholder Management
- Time Management
- Communication/Presentation Skills
Experience Required:
- Experience with business change tools and techniques and deploying business change activity, including change impact assessment, process design, change plans, communication plans and training plans, with an agile mindset.
- Experience of operating service support functions within an enterprise environment
- Experience of working within an agreed SLA framework and monitoring of associated KPIs
- Experience of managing multiple projects on time and to high quality
- Previous experience of strategy and transformation implementation
- Understanding of digital commercial products, future and existing
Experience Preferred:
- Change Management Certification - APMG Practitioner Prosci - Adkar
INSIDE IR35
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