Freelance Senior Process Analyst - B2C Customer Journey

Our client is a leading organisation in the Belgian telecommunications sector, currently strengthening its customer journey and process management team.

The team is responsible for continuously improving the B2C customer journey, from the initial customer interaction through to installation and the first invoicing processes.

We are looking for an experienced Freelance Senior Process Analyst to temporarily strengthen the team.

As a Freelance Senior Process Analyst your responsibilities are:

• Analyse and design end-to-end B2C customer processes ;
• Map processes and user cases using BPMN ;
• Identify process pain points and improvement opportunities based on Voice of Customer feedback ;
• Work closely with Customer Journey and Customer Experience teams to align processes with customer expectations ;
• Coordinate with Business Analysts and IT to translate processes into system requirements ;
• Collaborate with Web, Sales and other internal stakeholders across the customer journey ;
• Manage several process improvement projects simultaneously, ideally around 2-3 projects at a time ;
• Challenge existing processes and define efficient future-state processes ;
• Follow-up the implementation and ensure the designed process is correctly translated into the operational solution ;

A successful Freelance Senior Process Analyst should have:

• Proven experience as a Process Analyst / Business Probcess Analyst ;
• Strong experience analysing and designing end-to-end business processes ;
• Good knowledge of BPMN; all processes within the organisation are documented using BPMN ;
• Experience working across Business, IT and operational teamsStrong understanding of customer journeys and B2C processes ;
• Comfortable analysing user cases and translating them into clear process requirements ;
• Experience working with Voice of Customer / customer feedback to improve processes ;
• Strong stakeholder management skills and ability to work across multiple departmentsStructured, analytical and pragmatic, with a strong continuous improvement mindset ;
• Fluent in French and English, Dutch is a plus ;