The Customer Experience (CX) Process Chief Specialist

ArcelorMittal Business Center of Excellence is looking for candidates for a position of

The Customer Experience (CX) Process Chief Specialist

Key Responsibilities:

• Evaluate existing business processes for inefficiencies, bottlenecks, and opportunities for improvement.
• Use process mapping, flowcharts, and data analysis tools to visualize and document current workflows.
• Recommend and implement process changes or redesigns to optimize efficiency, reduce costs, and improve service delivery.
• Create and maintain comprehensive documentation of business processes, including standard operating procedures (SOPs), process maps, and workflow diagrams.
• Ensure that all process documentation is up to date, accessible, and follows industry or company standards.
• Act as a liaison between departments to ensure smooth communication and alignment on process changes.
• Gather feedback from employees and departments to refine and improve business processes.
• Define and monitor key performance indicators (KPIs) to measure the effectiveness of processes.
• Analyze data to evaluate the impact of process changes and generate regular performance reports for leadership.
• Identify trends, issues, and opportunities from process metrics to guide future improvements.
• Provide training to employees on new or updated processes to ensure understanding and adoption.
• Serve as a point of contact for troubleshooting process-related issues or challenges.
• Support teams in adopting new technologies or tools that improve process efficiency.
• Ensure processes comply with internal policies, regulations, and industry standards.
• Identify process-related risks and work with relevant teams to develop mitigation strategies.
• Implement controls and audits to maintain process integrity and compliance over time.
• Drive a culture of continuous improvement by encouraging feedback and regularly revisiting processes.
• Stay updated on industry trends and best practices to introduce innovative process improvements.
• Lead or participate in process improvement initiatives.
• Identify opportunities to leverage automation tools or software to streamline workflows and reduce manual work.
Collaborate with IT teams to implement and integrate new technologies into existing processes.

Our requirements

• Extensive Process Management Experience, min 4 years
• Industry Knowledge: experience in Order To Cash, Customer Experience, or similar roles is preferred,
• Process Mapping: Ability to visualize workflows and document processes.
• Proficiency in Microsoft Office Suite, Visio, SAP
• Certifications (Optional but Beneficial): Lean, Six Sigma
• An experience in project management, change management.
• Proficiency in English and one additional language will be plus (e.g., German, Italian, French, Spanish, Czech, Dutch).
Openness to visits the office 3 days per week (office in Dąbrowa Górnicza or Kraków)

Needed Competences:

• Customer-Centric Mindset
• Communication and Collaboration
• Influencing and Negotiation:
• Ability to work effectively in a team and independently
• Agility and Adaptability
• Strong attention to detail and problem-solving skills.
• Improvements orientation
• Keen on constant learning & adopting new skills