Business Analyst

Akkodis is partnering with a local government entity to assist in hiring an on site Business Analyst. You would be 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.

Requirements :

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.
• 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.

C2C or Sponsorship is not available for this role.

Equal Opportunity Employer / Veterans / Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan.

Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs.

In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

The Company will consider qualified applicants with arrest and conviction records.