Business Process Engineer (Customer Journey Project)
Posted 1 week ago by Adecco
£500 Per day
Outside
Hybrid
City of London, UK
Summary: As a Business Process Engineer focused on Customer Journey, you will lead the design and optimization of processes to enhance customer and colleague outcomes. This role requires a hands-on approach to analyze current processes and implement efficient, scalable solutions. You will collaborate with various stakeholders to ensure that proposed changes are practical and culturally aligned. Your expertise in process improvement will be critical in driving measurable value through effective transition plans and implementation strategies.
Key Responsibilities:
- Analyse the 'as-is' processes and validate where change is genuinely needed, ensuring proposals address root causes and add measurable value.
- Design and document optimised future-state processes and highlight implications for roles, skills, governance and systems, and actively managing risks and dependencies across functions to ensure solutions are practical, sustainable and deliverable.
- Facilitate co-design workshops with SMEs and enabling functions to test, refine and build buy-in for processes and operating model changes.
- Lead the specification of technical requirements for implementation, working closely with Technology and Transformation teams to ensure feasibility, integration and alignment with organisational priorities.
- Recommend opportunities for automation, AI, workflow enhancements and data driven decision making to support improved outcomes.
- Develop clear transition plans that set out how to move from the current state to the future state, ensuring readiness and minimising disruption.
- Support implementation planning and readiness, ensuring designs are scalable, adoptable, and deliverable at pace.
- Track and validate that new processes deliver the intended benefits, outcomes, and improved customer experience.
- Collaborate closely with the Business Process Analyst to ensure smooth transition from mapping to optimisation with clear process documentation.
Key Skills:
- Lean Six Sigma Black Belt or equivalent advanced professional qualification in process improvement, with a proven track record of leading complex, cross-functional process redesign and transformation.
- Proven experience leading end-to-end process redesign and optimisation in complex, regulated or service based organisations.
- Advanced analytical and critical thinking skills, able to interrogate data, spot patterns, and identify root causes to inform robust solutions.
- Strong facilitation skills to lead co-design workshops, navigating competing views and bringing stakeholder agreement.
- Ability to challenge assumptions constructively and validate why change is necessary, ensuring solutions solve the right problem.
- Strategic thinking and systems perspective, able to connect process design with organisational, governance, and technology considerations.
- Data driven approach to prioritisation, impact measurements and benefits realisation.
- Confidence to influence at senior levels, secure buy-in and maintain pace through ambiguity.
Salary (Rate): £500 daily
City: London
Country: UK
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
Detailed Description From Employer:
Business Process Engineer (Customer Journey)
Rate - £500 (A day)
Duration - 6 months (Initially)
Location - London (Hybrid)
Ir35 - Outside
As a Business Process Engineer, you'll lead the design and optimisation of future-sate processes that underpin the Modernising Redress work. Building on the work of the Business Process Analyst, you'll turn the 'as-is' view into streamlined, efficient, and scalable solutions that deliver better outcomes for customers and colleagues.
This is a hands-on role, combining analytical thinking, creativity, creativity and facilitation to shape how we work in the future, ensuring solutions are practical, feasible and culturally aligned so they are successfully adopted and deliver measurable value.
what you'll do
- Analyse the 'as-is' processes and validate where change is genuinely needed, ensuring proposals address root causes and add measurable value.
- Design and document optimised future-state processes and highlight implications for roles, skills, governance and systems, and actively managing risks and dependencies across functions to ensure solutions are practical, sustainable and deliverable.
- Facilitate co-design workshops with SMEs and enabling functions to test, refine and build buy-in for processes and operating model changes.
- Lead the specification of technical requirements for implementation, working closely with Technology and Transformation teams to ensure feasibility, integration and alignment with organisational priorities.
- Recommend opportunities for automation, AI, workflow enhancements and data driven decision making to support improved outcomes.
- Develop clear transition plans that set out how to move from the current state to the future state, ensuring readiness and minimising disruption.
- Support implementation planning and readiness, ensuring designs are scalable, adoptable, and deliverable at pace.
- Track and validate that new processes deliver the intended benefits, outcomes, and improved customer experience.
- Collaborate closely with the Business Process Analyst to ensure smooth transition from mapping to optimisation with clear process documentation.
what you must bring
- Lean Six Sigma Black Belt or equivalent advanced professional qualification in process improvement, with a proven track record of leading complex, cross-functional process redesign and transformation.
- Proven experience leading end-to-end process redesign and optimisation in complex, regulated or service based organisations.
- Advanced analytical and critical thinking skills, able to interrogate data, spot patterns, and identify root causes to inform robust solutions.
- Strong facilitation skills to lead co-design workshops, navigating competing views and bringing stakeholder agreement.
- Ability to challenge assumptions constructively and validate why change is necessary, ensuring solutions solve the right problem.
- Strategic thinking and systems perspective, able to connect process design with organisational, governance, and technology considerations.
- Data driven approach to prioritisation, impact measurements and benefits realisation.
- Confidence to influence at senior levels, secure buy-in and maintain pace through ambiguity.
