Customer Journey Specialist

Sustainability that means businessWho We Are Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future. What We Do Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe. Our people AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity. Job SummaryThe Customer Journey Specialist will be responsible for driving continual improvement initiatives that enhance the customer experience across all touchpoints. This role will involve investigating, analyzing, and documenting To Be business processes, applying Lean Six Sigma methodologies, and identifying areas for improvement.Roles & Responsibilities

• Process Analysis and Documentation:
• Investigate, analyze, and document the To Be business processes deemed material in the Customer Journey.
• Leverage Lean Six Sigma tools and methodologies as applicable to streamline processes, eliminate non-value waste and ensure flow of data and activities through the Customer Journey.
• Continuous Improvement:
• Drive continual improvement initiatives that guide AMCS in enhancing the overall customer experience.
• Initiate and oversee continuous improvement projects, defining scope, timelines, and deliverables to ensure projects are managed effectively.
• Reporting and Insights:
• Develop metrics and dashboards to monitor the effectiveness of implemented processes and improvements, providing insights to stakeholders.
• Prepare reports and presentations to communicate findings, progress, and results of improvement initiatives to management and stakeholders.

Candidate Profile

• Education:
• Degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
• Certifications:
• Certifications in Lean, Six Sigma (Green Belt or higher), or other process improvement methodologies are a plus.
• Experience:
• Proven track record of successfully leading process improvement initiatives.
• Experience in SaaS operations is advantageous but not mandatory.
• Skills and Attributes:
• Proactive, positive, and self-starter with a passion for continually improving processes and the overall customer experience.
• Ability to work independently while also collaborating effectively within a team environment.
• Excellent oral and written communication skills, capable of engaging both technical and non-technical audiences.
• Strong interpersonal skills, successful in developing and managing relationships at all organizational levels, both internally and externally.