Process Analyst at Kuda Bank

Job Overview

• The CX Senior Process Analyst is a key contributor to our commitment to excellence in customer experience.
• The role is instrumental in improving our operational efficiency and ensuring our that our customers receive the best service possible.
• The role holder will be responsible for identifying key business processes and workflow that require implementation or improvement. Working with stakeholders to identify areas for improvement and develop strategies to enhance business processes.

Responsibilities

Process Enhancement:

• Collaborate across departments to gather and document business requirements, translating them into process improvement and automation initiatives.
• Design and visualize end-to-end processes, creating clear process documentation and guidelines for efficient execution.

Data-Driven Insights:

• Leverage data analysis to uncover patterns, bottlenecks, and areas for optimization within our processes.

Track and measure KPIs related to customer satisfaction, operational efficiency, and resolution times to drive data-driven decisions

Stakeholder Engagement:

• Collaborate with cross-functional teams, ensuring process enhancements align with business objectives and customer needs.
• Communicate effectively with stakeholders, presenting insights and recommendations to drive process innovation.
• Document and manage changes to requirements and business needs.

Innovation and Continuous Learning:

• Identify opportunities for innovation by challenging existing processes and proposing creative solutions for better customer experiences.
• Stay updated on industry trends, emerging technologies, and best practices to drive continuous process improvement.
• Conduct benchmarking, comparative analysis and impact analysis to ensure integration of business case/requirements in CX

Implementation and Monitoring:

• Lead the implementation of revised processes, collaborating with relevant teams to ensure seamless transitions.
• Monitor post-implementation performance, gathering feedback, and making iterative improvements as needed.
• Coordinate User Acceptance Testing and ensure alignment of developed application with business objectives
• Provide ongoing support to resolve problems and fulfill service requests for process improvement
• Prepare user guides, SOPs and other documentations that aide knowledge management

Requirements

• B.Sc. (CBAP, MBA PMP an added advantage)
• Minimum of 5 years’ experience in a similar role
• Proficient in process mapping and flowcharting tools (Camunda, Microsoft Visio or any other process modelling tool).
• Proficiency in using process mining tools (UiPath Celonis etc.) to improve processes.
• Proficient in Business Process documentation.
• Expertise in implementing and managing Robotic Process Automation (RPA) solutions.
• Expertise in implementing and managing process designs and implementation.
• Advanced data analysis and visualization skills using Tableau, PowerBi, Looker and/or Excel.
• Strong project management and cross-functional collaboration capabilities.
• Critical-thinking and creative problem-solving abilities.
• Clear and concise communication and presentation skills.
• Agile approach to adapt to evolving business needs.
• Dedication to continuous learning and professional development.
• Knowledge of regulations governing the management of financial services.
• Fast learner, curious and passionate about understanding and improving customer experiences.
• Experience working with developers and engineers for process implementation