Design & Transformation Lead – CRM, BPMN & AI

About the role

We are looking for an experienced Design & Transformation Lead to drive a group‑wide CRM transformation programme. You will shape end‑to‑end processes for marketing, sales and support, advise business units on target states, and explore automation and AI opportunities.

Key responsibilities

• Analyse, design and optimise end‑to‑end processes in marketing, sales and support.
• Define target processes based on standard functionalities and fit‑to‑standard principles.
• Advise specialist departments on target scenarios, process design, automation and AI potential.
• Develop fit‑to‑standard approaches to minimise bespoke solutions.
• Model and document business processes using BPMN 2.0 or comparable methods.
• Define KPIs and establish a performance framework.
• Identify opportunities for standardisation and optimisation.
• Scrutinise existing processes and propose optimisation measures.
• Collaborate closely with specialist departments and other stakeholders.

Required profile

• Extensive expertise in BPMN 2.0 (or equivalent) for CRM‑related areas.
• Proven experience in analysing, designing and optimising end‑to‑end processes.
• Knowledge of Lean and/or Six Sigma methodologies; Green Belt preferred.
• Understanding of modern CRM processes, automation, AI support and standardisation.
• Experience developing fit‑to‑standard approaches.
• Ability to advise business units on target scenarios and automation potential.
• Experience defining KPIs and performance frameworks.
• Focus on business concept development and process design rather than technical development or project management.
• Knowledge of BSI Customer Suite or comparable CRM platforms is an advantage.

Required skills

• BPMN 2.0 (or equivalent) modelling.
• Lean / Six Sigma (Green Belt level preferred).
• CRM platform expertise (BSI Customer Suite or comparable).
• Automation and AI integration concepts.