Business Process Expert (JN -052019-3957)

Our client is a leading telecommunication and digital services provider which serves 50 million customers and employs over 12,000 people around the world. They are currently looking for a Business Process Expert to develop and document to-be processes, derive business requirements, support local operations with guidance and training. Support decision proposal with a financial valuation of process costs.

Qualifications / Requirements

  • Customer Journey Lead in preparation of status, reporting, decision proposals
  • CJ Designer and Functional Business Advisor out of regional HQ or countries
  • Demand Management for alignment on agile workflow, requirements and planning. Change Management for Program Communication, Staffing and Training


  • E-Tom expertise
  • Experience mapping and implementing processes
  • Knowledge in agile & Lean methodology (nice to have)
  • Experience as trainer


  • Develops and maintains one methodology for top-down definition of to-be business processes (c2c) based on eTom process model
  • Develops and documents of customer care to-be processes in alignment with the customer journey designer and the agile working team
  • Develops and documents to-be processes, derives business requirements, supports local operations with guidance and training
  • Supports decision proposal with financial valuation of process costs


  • Bi-weekly meeting with customer journey lead and own team, one with focus on scope and planning, one for deep dive in questions on methodology, journey/ result review, quality management
  • Permanent participation in agile working meetings, esp. program increment planning meetings
  • On-demand deep dive workshops for clarification of journey requirements on processes
  • Sound alignment with demand manager on requirements and planning