Descripción
Are you passionate about transforming customer experiences across multiple channels? We are looking for a dynamic Business Process Manager - Omnichannel Commercial to lead innovative projects that shape the future of digital interactions in telecommunications. If you thrive in fast-paced environments and excel in optimizing business processes, join us at Sunrise and make a real impact!
Tasks:
• Lead the development and execution of the omnichannel business process strategy for commercial journeys
• Build and maintain a global repository of commercial business processes that can be utilized across multiple front-end tools, ensuring a seamless transition between self-service and agent-assisted processes for customers
• Collaborate with the Sunrise Consumer Main Brand and B2B teams, leveraging your extensive knowledge in omnichannel business process management to drive a return on investment (ROI) from omnichannel platforms and technologies
• Work closely with the IT architecture team to develop a future-proof and efficient case management architecture for commercial journeys
• Implement business process optimizations on the PEGA BPM platform across multiple channels, reducing costs and improving Time-To-Market
• Share best practices on PEGA BPM within Liberty Global, aiming to create a competitive edge for Switzerland
• Collaborate with UI/UX teams to design effective, user-friendly omnichannel flows that take advantage of the out-of-the-box (OOB) features of the BPM toolset
Requirements:
• A technical degree (bachelor’s or master’s) with relevant business experience
• A minimum of 5 years’ experience as a business process analyst, manager, or BPM developer within the telecommunications industry
• Proven track record of leading digital transformation initiatives in business process management within a telecommunications environment
• In-depth knowledge of Business Process Management (BPM) methodologies and practical experience with Next Best Action tools
• A results-oriented attitude with the ability to challenge the status quo and drive change
• Strong interpersonal skills with the ability to effectively communicate and influence at all levels, including senior management
• Fluency in English is required; knowledge of German, French, Italian, or Hindi is an advantage