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.