Manage escalations from external customers, ensuring effective resolutions and a consistently positive customer experience.
Identify opportunities during live observations to enhance operational processes and improve the customer journey, with the aim of meeting or exceeding Net Promoter Score (NPS) targets.
Proactively drive continuous improvement by reviewing and updating processes and procedures, ensuring changes are accurately reflected in the knowledge base (Merlin).
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Gather, analyse, and document business requirements, functional requirements, business rules, user journeys, workflows, and system interactions.
Translate business needs into clear and structured documentation such as Business Requirement Documents, Functional Specification Documents, user stories, use cases, process flows, and requirement traceability matrices.
Assess current state and future state processes to identify gaps, improvement opportunities, risks, and solution requirements.
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