an introduction
At IBM, business is more than just a job – it’s a call: to build. for design. to code. For consultation. To think with customers and sell. to make markets. invent. to cooperate. Not just to do something better, but to try things you never thought possible before. Are you ready to lead in this new age of technology and solve some of the world’s most challenging problems? If so, let’s talk.
Your role and responsibilities
We help transform the service process – and are looking for a business transformation consultant with deep customer service skills to advise our clients on this process and technology transformation. Additional responsibilities can include developing and managing business processes including quality assurance and business controls and procedures.
Your roles and responsibilities
Ability to be part of complex customer experience transformation engagements within digital channel implementation, operations transformation, and customer service operations.
Workshop planning, facilitation, and/or participation, both internally and externally.
Apply design thinking principles to create user-centered design and improve user experience.
Engage in requirements analysis for digital transformation and BPM, document usage and feasibility, convert user requirements into functional requirements.
Practical work on creating transformational business consulting deliverables as required by client engagements.
Work with client business and the broader IBM transformation team to establish and gain consensus on project goals, objectives, and deliverables.
Support the design, development, delivery and management of all engagement activities, including communications working closely with the broader IBM transformation team.
Develop a change management plan to drive faster adoption and increase use of process/system changes.
Work closely with the IBM Program Manager and assist with reporting weekly status and project updates.
Support training efforts by managing the development and dissemination of training materials using effective training channels.
Work with key stakeholders to establish and maintain the necessary commitment to address workforce transition challenges that may arise due to digital transformation.
Technical and professional experience required
More than 5 years of consulting experience.
Pragmatism in negotiating trade-offs and plans, informed by stakeholder input.
Ability to design and implement digital transformation initiatives for our clients, engaging with a team across various IBM capabilities.
– Ability to communicate effectively and influence others.
Ability to collaborate and work with cross-functional, multicultural and geographically diverse teams.
Demonstrate the ability to perform the task independently with thought leadership.
Knowledge of Agile methodologies.
Fluency in both Arabic and English in oral and written communication.
Experience in customer experience transformation and business process analysis/design.
Structured problem-solving thinking as well as deep analytical skills to ensure recommendations are informed by data and insights.
Technical and professional experience preferred
Good understanding of COPC Customer Experience Standards and exposure to Genesys omnichannel engagement center solution.
Knowledge of design thinking principles and change management models.
Six Sigma Black Belt Certification
Experience in building storyboards for client presentations, developing deep analysis that has quantitative and qualitative value, using financial tools such as mining operations and benchmarking databases and advocating views for business leaders and team members.
Mental curiosity to question and research, clearly identify problems, and find innovative solutions with a strong action bias.
The role is located in Jeddah.
For more than six decades, IBM Middle East and Pakistan has played a vital role in shaping the region’s IT landscape. Today, IBM is part of the region’s technology fabric, solving real-world business and societal challenges, with offices in the UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, as well as a variety of hubs across the region.
Within the region, IBM currently has leading initiatives in cloud computing, analytics, mobile devices and security, as well as nanotechnology, e-government, healthcare and many more, in collaboration with leading educational institutions and governments. IBM supports hundreds of customers to drive transformation through technology, contributes to regional research and development programs and has an active Corporate Services Program (CSC).
Reinvention is a key word in the company’s history, and today, IBM is more than just a “hardware, software, services” company. IBM is now emerging as a knowledge solutions and cloud platform company.