Consumer Experience Senior Business Analyst
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Position Overview
The senior business analyst will be responsible for improving, identifying and implementing changes to existing processes and systems in support of achieving Customer Experience Objectives. The Senior Business Analyst will work closely with stakeholders across the business and project teams identifying opportunities to improve process efficiencies as well as overall operational effectiveness for SharkNinja. You will ensure all project activity is handled in line with best practice project management standards (Agile and Waterfall as required) and all backlogs, plans and progress is communicated clearly to all stakeholders. You will use available software (e.g., Jira) to plan, monitor progress and report on all projects/activity statuses. You will also be responsible for the coordination and successful deployment of multiple complex changes across several external Partners. You will need to be constantly aware of Operational challenges as well as contractual obligations which may have an influence on the successful delivery of change.
Here are some of the EXCITING things you’ll get to do
* Assist in crafting business requirements and development definition for changes in all CX operating systems, eCommerce order management tools and associated integrations. This includes CCaaS Platforms, Case Management tools, OMS & ERP platforms and other business systems.
* Establish impact and scope criteria of expected changes to define and identify issues, risks, and mitigation (Status, Issues, Risks and Decisions) to drive ROI.
* Question and challenge stakeholders on their assumptions of how to best improve processes.
* Critically evaluate information gathered from multiple sources for improvement recommendations.
* Fully understand the inter dependencies of all CX systems and take a holistic view of individual system/processes changes making stakeholders aware of potential consequences on other areas.
* Communicate process changes, enhancements, and modifications to all stakeholders to ensure issues and solutions are agreed to and understood by all impacted business units.
* Develop post implementation guidance to ensure improved or new process are followed and the original scope of the change is met.
* Create business process models, specifications, diagrams, and flow charts to provide direction to system programmers and be able to articulate these in a simple way.
Attributes And Skills
* Minimum 5 years business experience in process re-engineering and delivering operational change successfully.
* Experience of using multiple data sets to support problem definition and scale.
* Knowledge and experience with design through delivery (supply chain, logistics, pricing, or overseas manufacturing) processes required.
* Six Sigma/Prince 2 or similar experience is desired.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. Together, we won’t just launch products—we’ll disrupt entire markets.
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com.
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