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 ManagerExperience: 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 miningThe Business Consultant is responsible for identifying and driving the Elimination, Simplification, Standardisation, Digitalisation & Automation of the end-to-end processesThe Business Consultant will work closely the Product Owner and Business SMEs from the Market side and Signavio 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 experienceIn Signavio process insights and intelligence toolsAble to provide demo to potential interests showcasing Value from deploymentIndependently use Explorers/dashboards & identify opportunities; deduce cause & effect relationship from data points in RCA stage and validate with businessPropose recommendations & prioritize use cases for Automation deployment basis complexityManage process improvements implementation through Action Engine/Signavio Process Build automationRealize value identified with SignavioConduct Value Analysis and define Value realization planLead 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 teamsBuild & submit business case for approved opportunities & seek Sign-offDrive continuous improvements on deployed use cases & report out new opportunitiesLead Adoption enablement & effectivenessIdentify 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 / CustomersWork 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 teamsTracking & monitoring of CI penetration in services within Vodafone Shared services IndiaPlanning and GovernanceDevelops 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 requestsManages work and delivery to agreed plans with multiple stakeholders and resources across the programmeLeadership and initiativeProactively liaise with stakeholders/SPOC for data collation for SLT reporting & dash boardingTakes 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) EssentialExperience with market leading Process mining tools like Signavio (Optional Celonis).Hands on experience in Signavio platform, specifically Process Insights, Process Intelligence, Value AcceleratorExperience in Value Analysis methodologySix Sigma Black Belt Trained/CertifiedStrong expertise in BPMS deploymentsExperience of managing projects for customer operations business using lean, six sigma, AGILE, PMP methodologySystemic problem solver adept at implementing solutions to solve root cause of problemsAbility to work independently and to establish prioritiesStrong ability to raise and/or resolve issuesExcellent analytical skillsExcellent interpersonal skillsSets expectations, tracks and communicates resultsCreative and change-orientedAdaptability and flexibilityDetailed knowledge of HR process and systemsExceptional verbal and written communication skillsDesiredExperience in Signavio Collaboration hub, Process Manager and Customer Journey ModelerExperience in deploying AGILE, PMP projectsExperience of leading Digital transformation & Continuous Improvement & projects for telecom industryExperience with survey management, forms, processes & analysisFinancial 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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