Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center (CAC) Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

THE DEPARTMENT

Within the business unit “Global Contact Center Strategy & Management”, the Business Architect is part of the Product & Process Management department. This department has a leading role in defining the global Mercedes-Benz Customer Contact Center (CCC) products, customer journey and related business processes. Standardization, simplification, innovation & globalization are of key importance in this respect.

The function

As the Business Architect, you are responsible for ensuring call center strategies turn into concrete customer support solutions, which enable our call center agents worldwide to provide our customers with a high quality service that is expected of our luxury brand. You achieve this by bringing a Business Process Modelling perspective together with customer and user centric experience design.

Combining the best of both worlds, you are both challenger and gatekeeper in the organization. As a member of the Product Management community you ensure that the business architecture framework is safeguarded, while also enabling continuous and effective innovation of the products, processes and related system landscape.

In the role of Business Architect you will be responsible for:

• Co-creation of the Mercedes-Benz CCC customer journey, with focus on After-Sales, but with future collaboration and expansion to the full customer journey.
• Integral role within the Product Management community to ensure the customer journey is translated into concrete requirements (SAFe Agile epics & features) and clarifying expectations of the epics/features towards the Product Owners.
• Ensuring the customer journey is supported by effective processes and targeted solutions. You are capable to find the balance between out of the box solutions and customer/support customizations that are needed to smoothly operate our daily business.
• Ensuring the customer journey remains up to date with the latest customer support expectations and is translated into a roadmap with concrete actions to ensure these expectations turn into concrete solutions.
• Defining /Improving the Experience Principles and ensuring these principles are the main guideline from initiation of new initiatives all the way through to deployment of product increments.
• Owning the BPM blueprint and defining a roadmap to increase the maturity of our BPM standard. You are capable of:
  
  • Finding a pragmatic way to improve on the current standard
  • Providing guidance to the team to increase their BPM knowledge and help them increase their skills in this expertise area.
  
  
• Providing insights and obtaining buy-in on the BPM blueprint on all levels of the organization.

Requirements

•  University degree/Academic level of working and thinking
•  At least 3 years of experience with process consultancy (can be BPM, can be on IT Side e.g. ITIL Expert).
•  Proven track record of successful product/process (oriented) projects.
•  Proven pragmatic approach: theory is important but emphasis on applying it pragmatically and help the team progress.
•  Team Player with proven coaching skills.
•  Good analytical skills, but combined with listening skills.
•  Good understanding of types of documentation and the need for documentation segregation.
•  Familiar with Customer Journeys and Experience Design.
•  Excellent formal and informal communication and presentation skills (verbal and written).
•  Ability to form and maintain constructive cross-functional relationships.
•  Ability to interact with a large variety of stakeholders from different levels in the organization.

We offer

WHAT CAN WE OFFER YOU?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. A health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package

LOCATION

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

BePartOfUs

Does this role at Mercedes-Benz CAC fit your expectations for a new challenge? Do not wait and start your application.

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until April 29, 2022.

For data privacy reasons we can only accept applications via the mentioned application process.

For more information about this vacancy please contact Manon Gosler-Bongaerts:

manon.gosler-bongaerts@daimler.com