Sage is a global company
with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes from single-person startups to large enterprises.
Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success.
As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation.
colleague success and innovation. Our belief is the purpose of companies and other organisations is to enrich the lives they touch and to create relationships worthy of loyalty.
In Customer Experience our vision is to build relationships worthy of loyalty to improve your business and your life this applies to our customers and our colleagues.
We believe happy people means happy customers means a profitable business.
Our business has grown organically through acquisition of different businesses over time consequently our key focus now is to consolidate our technology, operating model and governance to one unified approach, globally.
Our mission is to ensure customers and colleagues get value from their relationship with Sage, that their experiences are worthy of their loyalty with the emphasis on simplicity, mobility, and efficiency.
Job purpose :
Lead journey mapping workshops, and other activities, across the business to clarify the end to end perspective that begins and ends with a customer, the activity needed to get work done, the actors involved, the elapsed time between steps in the process and the cumulative timelines end to end and whether the activity is automated (and by which systems) or manual, document findings as a series of process maps - utilising root cause analysis and problem solving techniques e.
g. lean & 6 sigma.Key ResponsibilitiesKey accountabilities and decision ownership :
Use these data points to drive root cause analysis to identify future roadmap activity.
Skills, know-how and experience :
Must have :
Technical / professional qualifications :
Key performance indicators : (3-5 Max)
Direct reports : None
Indirect reports : None
Budget owned :
Key stakeholders :
Business Enablement community; Customer Success; Customer Service & Support; Global & Local CX community.
Matrix Reports : None