Process Manager

Capgemini (Hong Kong, Hong Kong) 1 day ago

We have exciting opportunity for a Process Manager to join us in Hong Kong


  • Design the User Journey Map and E2E Process Flows. Lead workshops
  • Plan and execute co-creation workshops and/or interviews with stakeholders to produce the process and experience designs
  • Understands digitization and customer experience strategies and apply them appropriately to optimize processes and user journeys
  • Identify areas of inefficiency or user pain points and recommend business process optimization and/or CX interventions
  • Produce documentation at varying levels to describe the business processes
  • Contribute to building the framework and catalogue of business processes

Required skills:

  • Minimum 8 years experience as a Lead Business Analyst or Process Lead
  • Must be a good facilitator and interviewer, and have excellent communication skills
  • Empathetic, curious and able to adapt communication style depending on the context
  • Ability to relate/translate business and CX objectives to the process design
  • Experience using BPMN and BPMN tools to document and develop business processes
  • Experience using user-focused design techniques such as Design Thinking, Service Design, User Journey Mapping etc.
  • Knowledge of sales, CRM and fulfilment business domains, preferably in a Telecoms industry context
  • Capable of working at different levels of granularity – equally able to see the big picture and analyse at a detailed level where required
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