Job Description
CX Business Analyst
Windsor, England (Hybrid Work)
Contract (Inside IR35)
Note : Energy Sector (or) Utilities Industry Experience is Must !!
Job Description:
----------
The CX Business Analyst is responsible for gathering and analyzing internal customer reporting requirements and developing processes and solutions that support operational teams. The role involves translating business reporting needs into technical specifications, identifying reporting gaps, and implementing effective reporting tools and metrics to improve operational efficiency and customer experience.
Key Responsibilities
Collect and refine internal customer reporting requirements and develop processes and solutions that support operational team needs.
Provide analysis and insights related to reporting deliverables.
Support Customer Care and Managed Services Operations by translating business reporting requirements into technical specifications and leading the implementation of new reporting tools and metrics.
Interpret internal and external business requirements or issues and recommend innovative reporting solutions and data visualizations.
Analyze reporting gaps, identify trends or deviations from standards, and collaborate with stakeholders to develop improvement action plans.
Contribute to solutions that enhance internal efficiencies and improve the overall customer experience.
Produce and maintain process documentation, including process maps, SOPs, training materials, and reports.
Key Skills and Knowledge
Strong customer service and interpersonal skills.
Excellent verbal and written communication skills.
Strong comprehension and analytical abilities.
Ability to identify learning opportunities and proactively develop knowledge and skills.
High attention to detail.
Experience Required
Minimum 6+ years of relevant experience as a CX Business Analyst.
Experience working as an individual contributor.
Experience working in Agile environments or Agile processes.
Energy industry exposure will be considered an advantage.