Process Lead - Customer Experience

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Process Lead - Customer Experience - CRMProcess Lead, Process Design, Digital, ERP, CRM, Dynamics CE, F&O, Magento, Spirit, DotDigital, Customer Management, Contact Center Business12 Months Contract

£400 - £600 per day (negotiable dependant on experience)

Home Based (Some travel may be required)A Customer Experience Process Lead is required by my client to support a major transformation programme to migrate from their current in-house bespoke software towards a more conventional enterprise-wide ERP package centred model. The Process Lead holds detailed functional and process knowledge for their specific area, alongside project delivery skills.

Working with the Business Leads and the wider Change Programme Team, they are accountable for:

* Gathering requirements and running workshops across the various business areas

* Work closely with other process leads to deliver their customer requirements.

* Defining new processes and ways of working

* Supporting and contributing to design decisions to ensure that the requirements, processes and ways of working meet the needs of the wider group

Key deliverables of the Role (checklist)

* Process development and input

* Support of creating the central customer data model

* Workstream detailed activity timeline ownership and management

* Operational solution identification

* Delivery quality, completeness and timeliness

* Stakeholder awareness, Divisional team communications and engagement

* Supporting the development of training materials

* Leading user acceptance testing

Experience

* Experience of CRM and email providers (E.g. Dynamics CE, F&O, Magento, Spirit and DotDigital)

* Experience of working in a multi-dimensional business environment

* Experience of process management and has been a Business Process owner and/or work on a functional level

* Experience of day-to-day customer management and contact centre business operations

* Experience of working within large-scale programs of change, ideally within a technical or business change capacity.

In the first instance please submit your CV.