Orange is the next generation telecom operator on the Belgian and Luxembourgish market and digital transformation is one of our strategic priorities. To carry this out, we are continuously investing in our talents to log into all of tomorrow’s challenges.
Do you want to help us make a difference for Orange Belgium’s customer experience?
Then you might be glad to know that we are looking for a passionate Business Process Expert to join ourteam.
Your mission:
Takes the lead in changes, projects and process enhancements where his/her specific operational expertise is required & plays as spoc for specific transversal activities and projects. Seeks for transversal continuous process improvement opportunities especially on digital care, considering the different operational customer-facing departments and ensuring follow-up and implementation of identified opportunities.
As Business Process Expert Digital Care you:
Actively seeks for transversal improvement opportunities within the different departments and with external parties (Call centers, digital providers,..); launches initiatives (with focus on digital care) for improvement of quality/efficiency of data, services, tools, working methods and processes with direct or indirect impact on customer satisfaction and operational excellence. Is able to anticipate and implement new reporting needs.
Participates in/leads projects requiring specific operational expertise and skills. Analyses issues, proposes and puts inplace corrective actions, escalates blocking issues. Interfaces with the different operational teams (IT, Network, CSO, Online & Data, Marketing, ..) in order to ensure right awareness and/or smooth change management. Report issues and success to management and to concerned departments
Acts as a reference point for operational management and coaches regarding operational questions(specific issues, improvement, processes, ...) in different domains with strong focus on Digital Care and digital transformation
Shares experience and knowledge and investigates in relevant domains in order to increase own and team knowledge : documents and updates the relevant business processes
Collaborates with the Project And Process Facilitators to ensure the update of the working methods, scripts and other information means towards the operational teams and with the PMO to ensure the new initiatives are put on the CBU roadmap.
Your profile:
At least 2 years Project management experience in operational environment
You are a problem solver
You have a commercial customer-minded approach
You communicate fluently in Dutch, French and English
You are able to work and collaborate transversally and have developed communication skills
You make good analyses
The ideal attitude? You are organized, you work autonomously, pro-active, team player, eager to learn, accountable, good quality reflex and curious. You have the ability to challenge and influence.
