Cx Business Analyst

Job Purpose and primary objectives:

CX Business Analyst

Key responsibilities:

• Collect and groom internal customer reporting requirements and develop processes and solutions that meet the needs of the operational team
• Provide analysis of reporting deliverables
• Support Customer Care and Managed Services Operations by translating business reporting requirements into technical specifications and lead implementation of new reporting tools and metrics
• Interprets internal or external business requirements/issues and recommends innovative reporting solutions and visualizations.
• Analyze data reporting gaps, interpret, and point out trends or deviations from standards and develop action plans for improvement alongside stakeholders.
• Contributes to solutions that results in changes and/or enhancements to improve internal efficiencies or the customer experience.
• Produce and maintain process documentation which can include process maps, SOPs, training materials, or reports.

Key Skills/Knowledge:

• Customer service/interpersonal skills
• Excellent communication skills; verbal, written, and comprehension skills.
• Ability to identify learning opportunities and self-educate where resources and opportunities are present
• Attention to detail

Experience required:

• 6+ years of relevant CX business analyst experience
• Experience working as an Individual contributor
• Experience of Agile Processes
• Energy Industry exposure will be an advantage.

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