The Process Improvement Specialist at Flogas will be responsible for enhancing customer experience by reviewing and refining LPG processes. This role involves mapping customer journeys to identify pain points, collaborating with various functions to document processes, and managing process improvement projects, including the implementation of Robotic Process Automation (RPA). The Process Improvement Specialist will act as an advocate for the customer, ensuring their needs are prioritised in all process changes.
Key Responsibilities: Conduct comprehensive reviews of all LPG processes with a focus on customer experience.Identify inefficiencies and areas for improvement to enhance the overall customer experience.Develop and analyse detailed customer journey maps to identify pain points.Use insights from journey mapping to inform and drive process improvements.Collaborate with all LPG functions to agree on and document new and existing processes.Ensure processes are clearly documented, standardised, and accessible for all relevant stakeholders.Identify and prioritize processes suitable for RPA to improve efficiency.Manage RPA projects from identification through to implementation, ensuring successful adoption and integration.Act as a liaison between LPG and other business functions to ensure cohesive process improvements.Communicate effectively with all relevant business units on behalf of LPG.Represent the voice of the customer in process improvement initiatives.Advocate for customer needs and preferences, ensuring they are central to all process changes.Demonstrate and model best practices in customer experience.Contribute to the development and realization of Flogas LPG's customer experience ambitions.Work closely with all Flogas teams to foster a unified approach to process improvement.Promote a culture of collaboration, innovation, and continuous improvement across the organization.Candidate Profile: The ideal candidate will have a minimum of 5 years of experience in a customer-impact role, with a strong emphasis on process improvement and customer experience enhancement. They should possess excellent interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels. Strong analytical and project management skills, along with proficiency in process documentation and improvement techniques, are essential. The candidate should have a growth mindset, a passion for continuous improvement, striving for excellence in all aspects of work. Demonstrated ability to work independently, take initiative, and motivate a team in a fast-paced, dynamic environment is crucial. Additionally, they must have a deep understanding of customer needs and a strong commitment to delivering exceptional customer experiences.
About Flogas: Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Ireland's leading provider of total energy solutions, meeting our customers' changing needs and delivering to the highest possible standard.
Why work with us? Flogas is a well-established business within the DCC group and has grown significantly in recent years to become a leading provider in the commercial energy and energy management sectors, with significant further growth plans over the coming years making this a very exciting time to join the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard. We are committed to working with our customers to help them transition to a more sustainable energy future.
Defined Pension ContributionHealthcare AllowanceHealth and Wellbeing SupportsLearning and DevelopmentCareer Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.
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