- Company Name
- Sibelga
- Job Title
- BUSINESS PROCESS ANALYST OMNICHANNEL (H/F/X)
- Job Description
-
**Job title:** Business Process Analyst – Omnichannel (H/F/X)
**Role Summary:**
Drive digital transformation and continuous improvement of end‑to‑end customer journeys across all market segments. Analyse existing processes, model and implement optimized workflows, and ensure alignment between business needs and IT solutions within the energy distribution sector.
**Expectations:**
* Minimum 5 years experience in digital transformation projects (customer journey, AI/chatbot, voice, alternative payment solutions).
* Strong knowledge of CRM/ERP systems such as Salesforce and SAP ISU.
* Ability to communicate clearly with business, IT, and operational stakeholders.
* Proficiency in French (native), Dutch (conversational), and English (technical).
* Understanding of energy market dynamics and transition to sustainable energy.
**Key Responsibilities:**
1. Master and document business processes in the omnichannel domain, maintaining basic awareness of cross‑functional areas.
2. Analyse current customer journeys and identify efficiency and satisfaction gaps (B2B, B2C, B2B2C, IPB).
3. Design and implement optimized customer pathways in collaboration with business and IT teams.
4. Model and validate cross‑functional processes using BPMN levels L2/L3.
5. Author functional and non‑functional business requirements (E2E), integrating 360° customer view, digitalization, AI/chatbot, voice, and alternative payment solutions.
6. Develop mock‑ups and prototypes to guide IT development.
7. Identify, formalise, and monitor business improvement initiatives from conception to post‑go‑live.
8. Coordinate and execute Business Acceptance Tests to validate implementations.
9. Contribute to change‑management activities: training, communications, and documentation.
**Required Skills:**
* Process analysis, synthesis, and simplification.
* BPMN modeling (levels L2/L3).
* Digital customer experience design.
* Integration of AI/chatbot, voice, and alternative payment tools.
* CRM/ERP proficiency (Salesforce, SAP ISU).
* Data manipulation and interpretation skills.
* Lean, Operational Excellence, and Change Management understanding.
* Strong written and verbal communication; assertive, autonomous, and critical thinker.
* Collaborative, cross‑functional team orientation.
* Adaptability to rapidly evolving business and technology environments.
**Required Education & Certifications:**
* Bachelor’s or Master’s degree in Business Administration, Industrial Engineering, Information Systems, or related field.
* Certifications highly valued: CBAP/PMI‑PBA, Certified Business Process Professional, Salesforce Administrator/Consultant, BPMN Practitioner.
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