Business Process Manager Customer Improvement

Finance Business Support Business Process Manager Customer Improvement 23-10-2026 4.527 - 6.036 Medior Rotterdam Als Business Process Manager Customer Improvement bij NN vertaal je klant- en collega-signalen naar verbeteringen in processen en customer journeys; je analyseert knelpunten met data/AI, werkt multidisciplinair van idee tot implementatie en bewaakt resultaat en bijsturing. Direct solliciteren Neem contact op Automatisch verbeterd voor betere leesbaarheid Business Process Manager Customer Improvement Role purpose: Lead customer-focused process improvement initiatives to enhance service quality, operational efficiency, and customer experience across end-to-end journeys. Key responsibilities - Analyze current customer processes, identify pain points, and define measurable improvement opportunities. - Design, document, and optimize end-to-end workflows using standard process frameworks and governance. - Facilitate workshops with stakeholders to capture requirements, align priorities, and drive adoption. - Develop business cases, KPIs, and dashboards to track performance, benefits, and customer impact. - Manage continuous improvement backlogs, including root-cause analysis and corrective/preventive actions. - Coordinate cross-functional implementation with operations, product, IT, and customer service teams. - Ensure process compliance, risk controls, and documentation standards are maintained. Required skills and qualifications - Process improvement: Lean, Six Sigma, BPM, or similar methodologies; process mapping and standardization. - Customer experience: Journey mapping, VOC analysis, and service design principles. - Data and metrics: KPI definition, reporting, and performance analysis. - Stakeholder management: Strong facilitation, communication, and change management skills. - Tools: Process modeling and documentation tools (e.g., BPMN), collaboration and analytics platforms. ...