Business Process Expert
CX Customer Experience
Amadora, Portugal, Portugal
há 1 dia

What you will learn and contribute to

The position will specifically focus on Customer Success App (CS App) related activities, Thorough understanding of Business Process and CS Application.

As part of our team, you will :

  • Deliver application roadmap capabilities with business and IT collaboration
  • Convert business requirements into User stories and translate further into IT design / specifications
  • Analyze and develop business cases for system application changes that focus on internal customer centricity and bring value-add features for sales team
  • Build strong working relationship with a wide range of business partners at all levels of the company on the platform
  • Partner with variety of project teams supporting customer facing programs and represent the voice of Application / Project driving customer experience end-to-end solutions
  • Build cross-stakeholder alignments and partnerships for a common tool governance
  • Maintain and continually update / expand on the tool and process documentation
  • Understand business process and business requirements through in-depth evaluation of business processes of the customers and translating them to requirements artifacts such as Functional spec / User stories / Business requirement document
  • Support change management processes from requirements gathering till deployment / implementation
  • Ensure that developed solutions meet business needs and requirements
  • Should be able to assess risk when business / tool / App related decisions are made
  • Can lead Change Mgmt. & Deployment related activities
  • UAT, coordination and sign-off
  • Drives Engagement Process with Target audience in CX and BGs
  • Ensure consistent internal communication
  • Support SharePoint Creation, Updates, Enhancements and Maintenance
  • Training content and User Manual creation
  • Creative thinker with the ability to transform technical and digital information and processes into compelling stories
  • Experience in communicating with customers in global environment
  • Move easily between big picture thinking and managing relevant detail
  • Build trust with teams and stakeholders through open and honest conversation.
  • Self-starter, able to succeed in a challenging environment independently & driven by success consistently going the extra mile
  • Your skills and experience

    You have :

  • Salesforce CRM, Office 365 including Power Apps, advanced PowerPoint, SharePoint skills, Understanding Sales SELL process
  • Experience in working as Business Analyst, creating detailed scope documents, process flow diagrams, creating and giving presentations
  • Strong track record of academic and professional excellence and achievement with outstanding analytical and quantitative capabilities
  • Sales team or Sales Support Functional experience
  • Strong planning and prioritization skills handles multiple tasks with conflicting / overlapping timelines
  • It would be nice if you also had :

  • User support and user training experience
  • Managing project charter and timelines
  • Able to effectively communicate status to management
  • Self-starter shows initiative and drive to manage project to completion
  • What we offer

    Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

  • Chance to colloborate and learn with highly effective teams working on various topics from Salesforce Einstein Analytics, CPQ, Change Management & Market Sales Operations Management.
  • Nokia is committed to inclusion and is an equal opportunity employer

    Nokia has received the following recognitions for its commitment to inclusion & equality :

  • One of the World’s Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark
  • LGBT+ equality & best place to work by HRC Foundation
  • At Nokia, we act inclusively and respect the uniqueness of people.

    Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

    We are committed to a culture of inclusion built upon our core value of respect.

    Join us and be part of a company where you will feel included and empowered to succeed.

    Additional Information

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