Process Lead

We have exciting opportunity for multiple Process Consultant/Lead to join us in Hong Kong


  • Design the User Journey Map and E2E Process Flows
  • Plan and execute co-creation workshops and/or interviews with stakeholders to produce the process and experience designs
  • Understands digitization and customer experience strategies and apply them appropriately to optimize processes and user journeys
  • Identify areas of inefficiency or user pain points and recommend business process optimization and/or CX interventions
  • Produce documentation at varying levels to describe the business processes
  • Contribute to building the framework and catalogue of business processes

Required skills:

  • 9+ years proven experience in a similar role
  • Must be a good facilitator and interviewer, and have excellent communication skills
  • Empathetic, curious and able to adapt communication style depending on the context
  • Ability to relate/translate business and CX objectives to the process design
  • Experience using BPMN and BPMN tools to document and develop business processes
  • Experience using user-focused design techniques such as Design Thinking, Service Design, User Journey Mapping etc.
  • Knowledge of sales, CRM and fulfilment business domains, preferably in a Telecoms industry context
  • Capable of working at different levels of granularity – equally able to see the big picture and analyse at a detailed level where required




Posted on:

June 18, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


Hong Kong

Business units:

APAC Business Line