Business Process Specialist

Summary:

We are looking for an experienced BPMN - CX Transformation with 8+ years of experience in Business Process Management, Process Reengineering, and Customer Experience (CX) Transformation and Redesign. The ideal candidate should have hands-on experience redesigning customer-facing digital journeys (customer portals, websites, mobile apps, CRM, sales, leasing, or onboarding) from As-Is to To-Be, conducting customer journey and touchpoint analysis, and driving process excellence initiatives. The role requires expertise in BPMN process modeling, SOPs, KPIs, SLAs, process governance, and SAP Signavio. Six Sigma Certification is mandatory. Candidates with experience delivering CX transformation projects in real estate, or similar customer-centric industries will be preferred.

Job Responsibilities

• Lead business process analysis, process reengineering, and process excellence initiatives across customer-facing functions.
• Analyze existing (As-Is) processes and design optimized (To-Be) customer journeys and business processes.
• Redesign customer-facing digital journeys including customer portals, websites, mobile applications, CRM, sales, leasing, and onboarding processes.
• Conduct customer journey mapping, touchpoint analysis, and identify opportunities to improve customer experience.
• Develop BPMN process maps, SOPs, process documentation, KPIs, SLAs, and governance frameworks.
• Drive CX transformation initiatives focused on improving customer satisfaction and operational efficiency.
• Facilitate workshops with business stakeholders to gather requirements and validate future-state processes.
• Implement process governance standards and monitor process performance through defined metrics.
• Use SAP Signavio for business process modeling, analysis, process mining, and documentation.
• Collaborate with business, IT, and digital teams to ensure successful CX implementation of redesigned processes.

Mandatory Skills

• 8+ years of experience in Business Process Management (BPM) and Customer Experience (CX).
• Strong hands-on experience in Business Process Reengineering (BPR), Process Excellence, and Process Governance.
• Proven experience redesigning customer-facing digital journeys from

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  As-Is to To-Be.
• Experience in customer journey transformation and touchpoint analysis.
• Experience in CX implementation of redesigned processes.
• Hands-on experience creating BPMN process maps, SOPs, KPIs, and SLAs.
• SAP Signavio experience is mandatory.
• Six Sigma Certification (Green Belt or Black Belt) is mandatory.
• Strong stakeholder management and workshop facilitation skills.
• Excellent communication and documentation skills.

Preferred Industry Experience

• Real Estate
• Property Management
• Customer-Centric Industries
• UAE Government