Customer Journey Expert (Security Products & Services)
$168,000–$216,000 year
On-siteKatowice, Silesia, Poland
Job Summary
Analyze and map end-to-end processes for access management, service requests, and monitoring flows to identify inefficiencies, bottlenecks, and gaps. Lead process improvement initiatives from conception to implementation, introducing standardization, simplification, and automation opportunities. Collaborate with Security and Business stakeholders to drive consensus, facilitate workshops, and embed improvements in daily operations. Incorporate customer and user perspectives into service design to enhance onboarding and internal journeys. Support broader transformation agendas within Security by ensuring governance, documentation, and continuous ownership of new processes.
Required Qualifications
- 5+ years of experience in: process improvement / operational excellence / transformation, service operations, IT, security or related environments
- strong experience in: process mapping (E2E), identifying gaps and inefficiencies, delivering tangible improvements (not only analysis)
- experience working in complex, cross-functional environments
- experienced in identifying inefficiencies, simplifying complex workflows, and delivering measurable improvements in performance, user experience, and operational effectiveness
- English - fluent in speech and writing (C1 - C2)
Desired Qualifications
- Knowledge of methodologies such as: lean / Six Sigma
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