Business Analyst

Business Analyst

12 Month Rolling Contract

Hybrid, Onsite 3 Days a Week

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.

Additional Information

• The qualified candidate will enable the Department to collaborate with the vendor to design a new, state-of-the-art telephone system and provide post-implementation support to ensure the best possible customer experience.
• Technical information : This will be a new system. Experience needed with Genesys Multicloud CX applications, speech and interaction analytics (CallMiner Eureka Platform), BOT engines, and data reporting and analytics

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.
• 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.
28 days ago