Process Engineer

Tiene un gran interés en las tecnologías emergentes, puede ejecutar un mapeo de Customer Journey de extremo a extremo y puede identificar oportunidades clave y brechas en los procesos comerciales centrales.

Asegura aplicación de metodologías apropiadas de mejora de la calidad del cliente/usuario en el contexto de la tecnología, las herramientas, las capacidades y las técnicas para impulsar las mejoras.

Es un defensor de nuevos y mejoras operativas emergentes al asociarse con, proporcionar información y contexto para el cambio a las partes interesadas en todos los niveles de jerarquía.

• Implement Customer / Employee experience and Continuous Improvement programs to align the organization on critical performance indicators while simultaneously driving breakthrough objectives.
• Strategic use of data; data-driven decisions through the interpretation of data and an evidenced based approach to decision making. Perform fact-driven analysis, developing points of view and actionable recommendations that influence corporate teams about top of mind employee/customer experiences
• Identify opportunities and services including understanding motivators for the adoption of solutions and unlocking challenges that customers/employees face
• Support the development of roadmaps that reflect customer/employee needs/gaps and teammate needs/gaps, as well as foundational technology capabilities and other digital enablers
• Ensure that relevant stakeholders are involved in the specification of new or in the improvement of new capabilities/services and that the overall user experience is factored
• Support delivery of process design and optimization, conduct data collection and quantitative analysis, BPR/BPA/BPO opportunity identification, quantification and prioritization, and develop recommendations
• Embrace agility beyond frameworks such as Scrum and Kanban. This role calls for someone who understands Lean mindset and practices
• Analyze business processes and identify opportunities for improvement and/or automation
• Demonstrate an adept understanding of end-to-end business flows and the ability to translate those flows into solutions
• Harvest as-is business performance and process information according to a defined standard in order to perform as-is process analysis and assessment

within a defined scope.

• Analyze as-is and formulation and to-be business processes to incorporate creation and maintenance of business process models, context models, user stories, business rules, screen flows and keystroke level detail according to an agreed standard (Method, Tool and Quality including Agile)
• Apply problem solving techniques to problems / opportunities identified within a defined project scope for the product owner
• Understand the customer experience by adopting an outside in focus and using customer journey maps to create solutions customers and corporate employees want to use.
• Analyze organizational structures to determine addressable headcount.
• Establish volume counts from systems and undertake time studies to determine headcount on the process
• Formulate business requirements to automate to-be processes, achieved through the construction of user stories from features identified within epics
• Provide input to acceptance criteria to be approved by the Product Owner. The acceptance criteria per user story will ensure the product is built right and the right product is built for the customer/employee

Provide input to test scenarios and conduct testing of solutions (unit testing and integrated testing)

• Bachelor's degree and at least 5 years of experience in the financial or healthcare industries; insurance experience is preferred

• Demonstrated experience as process engineer

• Green Belt, in training or equivalent project experience

• Experience in Digital experience strategy and design, Intelligent Process Automation and Technology.

• Agility certification or demostrated experience

• Fluency in Spanish and English