Customer Experience Analyst

Job Title : Business Analyst

Exp : 5-7 Years

What we’re looking for :

We are looking for a self-motivated and forward-thinking individual to help us continue down our digital journey. This is a highly visible key role that will help improve the ways in which our Customer interact with us and how we interact with our Customers, with a tremendous focus on speed and quality of information flow. This role is also responsible for working with the front-end team in finding opportunities to continuously improve and is the enterprise resource for helping improve overall Customer Experience.

What you’ll be responsible for in this role :

• Requirements gathering : Work with stakeholders to define business requirements, document them as user stories, and translate them into functional and technical specifications for development teams.
• Data analysis : Collect and interpret data from digital channels to identify trends, patterns, and opportunities for growth. They may use tools like Google Analytics or Power BI to create dashboards and reports.
• Optimize user experience : Use data insights to make recommendations for enhancing customer experience across digital platforms.
• Project management : Assist with project activities throughout the lifecycle, including planning, documentation, and managing communications.
• Testing and validation : Participate in user acceptance testing (UAT) and validate that implemented digital solutions meet business requirements.
• Stakeholder communication : Facilitate communication between business units, IT teams, and other partners to ensure mutual understanding and project success.
• Voice of customer : Help align cross-functional business processes and digital solutions to create proper flow using Voice of Customer (VOC)

Basic qualifications :

Preferred qualifications :

To be a great fit for the role :