Business Analyst

Business Analyst (Customer Experience)

Responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system.

Provides post-implementation support in the following areas:

• Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives.

• Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.

• Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement.

• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience.

• Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.

• Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives.

• Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts.

• Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.

Education:

• Bachelor’s degree in business, Data Analytics, or a related field. A master's degree is a plus or other related field with Six Sigma certification. Or equivalent work experience in telephony systems and process improvement.
• Proven proficiency in data analysis and interpretation, utilizing data analytics tools and techniques.

Experience

• Strong grasp of customer experience principles and methodologies.

• Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.

• Strong problem-solving abilities with attention to detail and a dedication to continuous improvement.

• Proficiency in customer feedback management platforms.

• Ability to work collaboratively in a cross-functional team environment.

• Familiarity with statistical analysis and data visualization tools.

• A customer-centric mindset and a passion for delivering outstanding customer experiences.

• Strong project management skills to drive initiatives from concept to implementation.