Customer Care Analyst

Job Description

This is a business change role working with project teams spanning all operational functions in the business globally and across many brands. You will relish the challenge of a complex and regulated environment. You will possess the right balance of business understanding, stakeholder engagement skills and business and product analysis experience. You will thrive in a fast-paced workplace with changing priorities, balancing competing projects and managing stakeholder expectations. Excellent communication skills and the ability to present complex ideas clearly are pre-requisite.

Responsibilities

• Work closely with business teams to understand ways of working and identify opportunities for improvements and efficiencies
• Propose solutions and work collaboratively with the Digital Care team to implement changes
• Support testing of changes to ensure they are fully evaluated and signed off before deployment
• Support business teams with implementation of changes, including providing group and one to one coaching and assistance with communications
• Collect feedback from teams on issues/requests for changes, including gathering detailed requirements
• Act as first line support for regional business teams, including when onboarding new teams to technology platforms
• Champion and evolve the new Digital Care capability at Ria and Xe. Be a change advocate

Qualifications

• Bachelor's Degree in any field.
• Minimum of 1 year experience in the same field.
• Evidence of problem solving and providing effective, creative solutions
• Ability to manage conflicting priorities in a rapidly evolving team
• Experience of implementing business changes within or across teams
• Strong stakeholder management at all levels so that collaborative relationships are built rapidly
• Experience in communicating concepts and ideas to stakeholders at all levels, including oral and written presentations
• Able to quickly learn new business functions and identify and map relevant stakeholders
• Desirable: Good knowledge and understanding of Ria processes and ways of working and Zendesk