Customer Connect API - Internal documentation model

Welcome to ACCOR, a leading hotel group in the hospitality sector. 

We are an ecosystem of 40 brands in 110 countries, of talent and solutions, ready to engage in the endless possibilities of the future. Accor offers you a new way to live, work, play and grow your business through a personalized customer experience. 

As a committed group, we are more than ever committed to evolving while respecting our common heritage.  

Discover our culture, values and ambitions on https://group.accor.com/ 

A unique environment 

Do you want to be a player in the Accor Group's digital transformations around the world?  

The DIGITAL FACTORY is THE PLACE TO BE! 

A leading hub for the concept of augmented hospitality, the Digital Factory is a real accelerator for innovation in differentiating digital solutions, both for our +100 million customers and for our +5000 hotels. 

Agile working methods, proactivity and technological challenges punctuate the daily life of this organization composed of +600 talents (internal and external) with product management, tech and data expertise. 

MAIN MISSION

• Elaborate a Documentation model for the Customer Connect API activity

PERIMETER

• Customer behaviour analysis
• Service Design
• Tool design

ACTIVITIES

• Understand the interactive flow of activities between Customer Connect API and Customers
  • Document the workflow of this interaction

• Comprehend the needs from the customers

• Elaborate a Documentation pattern from Customer Connect API towards Customers
  • For each step of the workflow, consider the deliverables required, the resources required, the governance required
  • Elaborate on the dependencies/coworking with surrounding actors.
  • For each step of the interaction, confirm the tools and/or services which will support, help the team to execute the actions
  • For each step end, care for the next step and how the chain fits together (workflow tool may be considered)
  • For each step, qualify the owners, roles & responsibilities for control and tracability
  • Possibly consider a Q&A section

• Reuse all existing materials as a significant input is readily available but likely not well exposed/structured/formatted

OBJECTIVES

• Ease the daily interactions between Customers and Customer Connect API
• Set the Information roots for Team member enrollment
• Leave Customer Connect API with a sound Documentation Model
• Reduce the Human intensity in all interactions

PEERS & INTERACTIONS

• Report to, and work hand in hand with Customer Connect API Manager
• Align when and where applicable with Customer Connect API PO

You Bring/Are:

• Curious, organized, outspoken
• Appetite to get processes running systematically
• Ability to coordinate successfully within the team
• Communication skills to obtain knowledge of client needs, understanding of client questions and maintaining appropriate client expectations
• Ability to operate as team member and meet deadlines,
• As you’ll work with international clients, we are looking for an excellent command of English level

English profeciency required