Process & Journey Manager
Core
Designing and optimizing end-to-end customer journeys and business processes across channels to reduce friction and drive digital transformation.
Role type
Process and Journey Manager (Business Architecture & Digital Transformation)
Builds
Seamless customer experiences, standardized end-to-end processes, and lifecycle models within CRM and digital platforms.
Domain
Insurance / Digital Transformation / Business Process Management
Deliverable
product features
Required skills
Process modeling, journey orchestration, process mining, SQL/data analysis, system thinking, stakeholder engagement, change management, CRM proficiency, agile methodologies
Preferred skills
Experience in business architecture, digital transformation projects, cross-functional collaboration
Technologies
CRM platforms, SQL, digital platforms
Responsibilities
Drive modeling and implementation of technical processes for digitalization; Standardize end-to-end processes across multiple channels; Govern end-to-end orchestration within CRM and digital platforms; Apply process mining and journey insights to identify friction; Map, diagnose, and improve processes for delivery teams; Implement customer lifecycle models across channels; Facilitate adoption of new ways of working.
Seniority
Mid-Senior, hands-on IC with strategic mindset
