Customer Services Process Owner

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

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Position: Customer Services Process Owner

Location: Cambridge or London, Hybrid (3 days in the office )

The Job

To support the strategic goals of AVEVA, the role of Customer Support Process Owner in Business Operations, is tasked with documenting and communicating our Customer Support processes based on a process classification framework (APQC or similar) using the AVEVA business process framework particularly focused on improving productivity, reducing manual effort, driving process improvement and automation, and improving the overall commercial outcomes for AVEVA.

This role will provide dedicated ownership and focus on the management for the business process flows from order fulfilment, customer success and technical support services to drive sustainable improvements to our customer and employee experience, and also provide recommendations to future state process management/workflow solutions.

This role reports into the VP Programs and Planning who reports to the SVP Global Business Operations and supports setting, documenting, and communicating the AS-IS processes and the vision for TO-BE processes and will be responsible for documenting and establishing cross functional business processes to support the business outcomes.

Responsibilities

Process Documentation and Development

• Document and Improve business processes using the agreed AVEVA business process management framework standards.
• Provide input into Business and Transformation business programs to drive consistency in future processes.
• Understand key process activities that relate to the Business metrics that drive overall productivity and commercial outcomes.
• Work with other Global Process Owners to assess resource availability and capacity to operate the processes creating investment business cases and recruiting where required.
• Work closely and consult with other Global Process Owners to ensure cross process issues and changes impacting process handshakes are resolved collectively
• Support, maintain, and communicate policy, processes, procedures, and controls in conformance to AVEVA’s business process management framework
  
  

Performance

• Ensure all business processes have documented Objectives, Service Level Agreements (SLA’s) and Performance Indicators (PIs)
• Ensure that all AVEVA stakeholders are fully aware of their process obligations
  
  

Transformation and change

• Seek the sign off on design decisions (including localisations), Process maps, Standard Operating Procedures (SOPS), Policies, and Control documentation
• Drive and support enabling technology teams and business change teams to configure, test and launch enabling technology and implement business process changes
• Design and implement any interim / transition process changes required
• Align process changes with other planned changes, escalating as necessary to Transformation Office
  
  

Skills & Qualifications

• Experience in selecting and implementing process classification standards for Customer Technical Support and Success teams in a global organisation.
• Experience in E2E process management and how the processes improve the Customer Experience through the development of future orientated process and workflow tools.
• Design, develop and implement standardised Business Processes, Policies, Procedures, and the associated Control documentation.
• Strong English language capability
• Ability to communicate clearly at a leadership level
• Able to operate comfortably at a detailed as well as a strategic level
• Tertiary qualifications in Business, Marketing, IT, or equivalent (Optional)
• Process Certification, i.e., Certified Business Process Professional (CBPP) or, Six Sigma Black Belt.
  
  

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.