Customer Value Architect

We're excited to announce that we're searching for a Customer Value Architect for our Pune location! If you know someone who would be a great fit, we'd love to hear from you!Role: Sr Manger/ Deputy General Manager Experience: 9 to 15 years Location: Pune Working Persona: Hybrid (8 days in a month)Role Purpose Customer Value Architect owns E2E execution of the entire life cycle of process mining The Business Consultant is responsible for identifying and driving the Elimination, Simplification, Standardisation, Digitalisation & Automation of the end-to-end processes The Business Consultant will work closely the Product Owner and Business SMEs from the Market side andSignavio Platform &data experts from VOIS to analyse the improvement opportunities , define success criteria and also will also be involved in the end-to-end processes to drive the desired outcome. The role requires to effectively capture, document, and manage business needs, including shaping and scoping leads, aligning to business strategy and business goals, eliciting business requirements and benefits, and ensuring traceability of requirements throughout the project lifecycle (Agile backlog).Role Accountabilities (Financial, customer, operational, KPI’s etc.) Performance – Continuous Improvement (CI) Has a fair understanding of both backend Frontend deployment process with hands-on experience In Signavio process insights and intelligence tools Able to provide demo to potential interests showcasing Value from deployment Independently use Explorers/dashboards & identify opportunities; deduce cause & effect relationship from data points in RCA stage and validate with business Propose recommendations & prioritize use cases for Automation deployment basis complexity Manage process improvements implementation through Action Engine/Signavio Process Build automation Realize value identified with Signavio Conduct Value Analysis and define Value realization plan Lead benefit case analysis. Translate data into actionable insights and pitch findings to Business (Local Markets / VF Partners etc.) Finalize potential solutions in agreement with VF teams Build & submit business case for approved opportunities & seek Sign-off Drive continuous improvements on deployed use cases & report out new opportunities Lead Adoption enablement & effectiveness Identify and document transformation dependencies. Deep dive analysis on business requirements. Perform as-is analysis and propose future state road map inline to the transformation agenda of local markets / Customers Work with Scrum Master & Product Owner to ensure all business change activities are understood and managed. Maintains an active list of process improvement ideas, establishing an implementation schedule based on practicality, benefits & priority. Maintains awareness of comparable process performance in the industry and strives to achieve best in classCulture Building Conducting Continuous Improvement related training for services within VOIS teams Tracking & monitoring of CI penetration in services within Vodafone Shared services India Planning and Governance Develops and maintains the plan to execute CI initiatives. Raises risks where elements of the procedures are dependent upon other work streams or programmes. Maintains regularly scheduled meetings with the COE’s, Business Partners and stakeholders to review impact of change requests Manages work and delivery to agreed plans with multiple stakeholders and resources across the programmeLeadership and initiative Proactively liaise with stakeholders/SPOC for data collation for SLT reporting & dash boarding Takes initiative in exploring the opportunities for CI through sources such as Operation meetings, Issue and escalations log, feedback from customer survey, people & partner survey, benchmarking data etc. Encourages and comes up initiatives to motivate the teams to both suggest and implement ideas for Continuous ImprovementRole Specification (Technical / Professional Expertise) Essential Experience with market leading Process mining tools like Signavio (Optional Celonis). Hands on experience in Signavio platform, specifically Process Insights, Process Intelligence, Value Accelerator Experience in Value Analysis methodology Six Sigma Black Belt Trained/Certified Strong expertise in BPMS deployments Experience of managing projects for customer operations business using lean, six sigma, AGILE, PMP methodology Systemic problem solver adept at implementing solutions to solve root cause of problems Ability to work independently and to establish priorities Strong ability to raise and/or resolve issues Excellent analytical skills Excellent interpersonal skills Sets expectations, tracks and communicates results Creative and change-oriented Adaptability and flexibility Detailed knowledge of HR process and systems Exceptional verbal and written communication skillsDesired Experience in Signavio Collaboration hub, Process Manager and Customer Journey Modeler Experience in deploying AGILE, PMP projects Experience of leading Digital transformation & Continuous Improvement & projects for telecom industry Experience with survey management, forms, processes & analysis Financial literacy of approaches such as activity-based costing, labour variance, dashboards etc. Familiar with quality and business excellence tools and approaches such as Six Sigma, TQM, Lean, 5S, TOC etc.

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