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Customer Experience Process Analyst
Asahi Beverages Pty. Ltd.
Melbourne, AUS
Full-time
Mid · 3+ years experience
Onsite
Discovered 2 weeks ago
SAPCRM
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Your Impact
Help reimagine how our customers interact with Asahi Beverages. As Customer Experience Process Analyst within Digital, you will focus on the end-to-end customer journey, order management, and service quality. Working within the Business Process Efficiency team, you will analyse customer touchpoints, eliminate friction, and design practical process improvements that elevate the overall customer experience.
Key Responsibilities
- Analyse end-to-end customer-facing processes, customer ordering journeys, and service delivery workflows.
- Design target-state business processes that balance exceptional customer experience with operational efficiency.
- Document processes, upstream/downstream impacts, and controls according to Asahi BPMN standards.
- Partner with SAP, CRM, and digital technology teams to integrate digital ordering capabilities into core operations.
- Review customer feedback and process metrics to conduct root-cause analysis and implement sustainable solutions.
- Facilitate stakeholder alignment across commercial and operational teams to drive adoption of updated customer service processes.
About You
3 to 7 years of experience in process analysis, customer journey mapping, or customer operations improvement.
Proven skills in process modelling using recognised BPM software tools.
Knowledge of systems supporting customer interaction, including SAP, CRM, and digital ordering platforms.
Previous experience in FMCG, consumer goods, or customer-centric service environments preferred.
High level of empathy for customer pain points paired with strong analytical rigour.
Strong collaborative mindset with experience working across multi-disciplinary project and technology teams.
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