One of our clients in the Banking sector are looking for a Process Engineer to join their team.
Job Purpose
• CX (Customer Experience) Process Engineer: FTC: Banking To deal with and influence the more strategic
and tactical aspects of discovering; validating; documenting; and communicating business-processrelated
knowledge through modelling; simulating and analyzing current and future states. Focus is on
complex business outcomes and technical aspects, in line with the business strategy. This position
requires an intermediate to experienced person who understands Process Engineer and Enterprise
Business Processes. Responsibilities include assessing, analyzing, optimizing, documenting,
implementing, and testing end-to-end enterprise business processes of a multi-skilled team. The
candidate must also be able to interact with the business community at all levels, from facilitating design
workshops and conducting end user training to leading presentations to senior management and
executive. To work with stakeholders throughout the organization; to build a holistic view of the
organizations strategy, processes, information, and information technology assets. The Process Engineer
links and aligns the business mission, strategy, and processes of an organization to its information
technology strategy.
• He or she documents this using multiple models or views that show how the current and future needs of
an organization will be met in an efficient; sustainable; agile and adaptable manner. To bring business
needs, capabilities, technology, and process together in an efficient and effective manner. The Process
Engineer has mastered the industry recognized knowledge areas for process engineering and works at
the highest levels of abstraction, ambiguity, and complexity within the organization. He or she performs
process engineering tasks to connect information. technology; processes and business needs in varying
levels of detail within an area of specialty; and can perform all tasks at both ends of the detail spectrum
Role Responsibilities:
• Provide advice on digital product and process design initiatives across the business
• Assess organisation readiness for key changes projects will delivery and identify areas of impact
• Execute change plans including communication, training, sponsor roadmaps, coaching and
resistance mitigation strategies
• Ensure project changes comply with audits, feedback loops are in place and corrective action
plans are drawn up and followed
• Work on initiatives that may involve a broad range of functional areas, including Customer
Marketing, Product Marketing, Customer Service, Sales, Networks, Logistics & Supply Chain, Billing
and Digital Sales
• Work on a diverse range of changes across the organisation engaging with technical experts in
areas that include changes in Process, Systems IT, Policy, and Business Rules
• Investigate potential areas of CX improvement which include Field Work (store/online research),
Data Gathering (systems interrogation), Business Analysis and Insights Development and
Facilitating Workshops
• Escalate roadblocks to project resources and their effectiveness in a timely manner to Project
Sponsors and the Program Manager
Ensure the use of standard tools and templates to facilitate knowledge sharing and best
practice development
• Identify CX impacting issues and priorities based on severity, facilitate mitigations to resolve
identified CX impacting issues, Baseline CX metrics pre-launch and Analyse data post-launch to
understand impact on key metrics in a timely manner
• Active participation in Product launch Post Implementation Reviews
Preferred Requirements:
• Desired skills are as follows
• Min 3 – 5 yrs. Experience
• Problem solving
• Understand customer needs
• Software requirements
• Product development/Roadmap
• Presentation skills
• Technical understanding
• Verbal communication
• Requirements analysis
• Innovation
• BPMN 2.0
• LucidChart/LucidSpark
• Atlassian: Confluence/Jira
You should have some knowledge of most of the following:
• General software design principles, and familiarity with: o Front-end technologies
o REST APIs
o gRCP
o Event Driven Architecture
o Domain Driven Design
• Some knowledge of or experience with SQL, JavaScript/TypeScript, C#, Python or Java
Knowledge of the AWS stack