Business Analyst – Customer Operations (12 months) €500 a day

Business Analyst – Customer Operations (12 months) €500 a day

Are you passionate about utilizing your expertise to enhance customer care technology and process improvement? Are you adept at analysing business requirements and spearheading operational initiatives? If so, we have an amazing opportunity for you!  This is an individual contributor role where you will play a pivotal part in analysing and gathering business requirements pertaining to customer care technology, tools, and processes. This position will have a specialized focus on Business Analysis and Service Design within a Customer Care setting. You will collaborate with cross-functional teams to drive operational initiatives that support this enterprise Financial services environment.

Role:
Identify and establish scope and parameters of servicing business requirements on a project-by-project bases
Partner with business owners to define the business and functional requirements via workshops, questionnaires, workflows, use cases.
Facilitate stakeholders understanding of support processes, journey mapping and collaborating with the teams to deliver customer experience

Working with product owners on introduction of new solutions for new services
Lead the assessment of product/service/acquisition integration readiness in conjunction with Global Customer Care policies and standards
Drive a strong customer-centric focus across the enterprise by ensuring that Voice of the Customer is accounted for in key business decisions
JIRA / ALM for project Management and Salesforce / Servicecloud & Avaya / Confluence for Customer Support

IVR configurations

Training and user acceptance

You:
Will have a degree and more than 5 years’ experience as a business analyst with some project management experience in designing solutions within a customer care / customer operations environment in a large enterprise organisation giving you good experience working  with cross-functional teams and navigate complex working structures to deliver on commitments, execute with excellence, and demonstrate a sense of urgency when needed. You will have experience capturing requirements to translate to technical solutions to augment the company’s customer support and service operations. You will have good business writing skills and experience assisting in the preparation of content and reports for senior leaders for service improvement and for introducing new services and what is needed.  

This is a Hybrid role in Dublin city for 12 months at €500 a day