CX Business Analyst

ORGANIZATIONAL POSITION

Reports directly to: CX Technology & Innovation Manager

Span of control: The CX Business Analyst conducts continuous research internally and externally to identify improvement opportunities within the CX domain, in terms of automation, costs reduction, process optimization. Upon project completion the Business Analyst will monitor results to ensure the value delivered is on par with the business case, or define best next steps to get it on par. The CX Business Analyst operates within the eCommerce department.

PURPOSE OF THE JOB

The Business Analyst proposes solution-oriented changes within CX/CS. They accomplish this through research-gathering and data analysis, collaborating with cross-domain teams, presenting a range of data-driven solutions to ensure all aspects of a business case are compatible, so that the team can easily implement the solutions. The Business Analyst aligns with the CX Technology & Innovation Manager regarding business case progress and impediments on a weekly basis and escalates when research falls behind schedule. Finally, they support Project Managers with performance of rolled out projects to ensure critical and efficient assessments on all projects.

TASKS

• Conduct internal research to identify improvement opportunities and the value thereof.
• Conduct market and competitor research to identify relevant solutions & possible approaches.
• Propose changes in the CX department, with primary focus on AI-based solutions.
• Facilitate an optimal project scoping.
• Prepare business cases for projects.
• Remain up to date with existing and emerging CX technologies and platforms to be able to compare different solutions and assess the best one.
• Propose innovative solutions for operational and strategic changes.
• Work with stakeholders to gain an in-depth understanding of critical business requirements.
• Assess impact of changes to proactively and clearly communicate them to key stakeholders.
• Align and inform stakeholders on new ideas and business cases
• Performs critical and efficient assessments on all projects in CX.
• Align with Product Owners & tech team on development resources needed for each solution.
• Be capable of assessing inputs from stakeholders, analyzing a situation, and selecting the right plan of action.
• Conduct tests, surveys, and workshops when required.

EDUCATION AND EXPERIENCE REQUIREMENTS

• University level.
• Minimum 4-7 years of relevant work experience within Customer Experience / Customer Service (preferably Business Analyst or Product Owner).
• Able to show track-record in change management in an agile company.

COMPETENCIES

The ideal candidate is someone with an interest in problem-solving, strategic planning, and improving business processes and systems. They can work on multiple different business cases, collaborate with cross-functional teams, and have a direct impact on the success of our CX department. They are a multitasker, having an interdisciplinary role by collaborating with high-level management and can focus on details to define business cases. They should feel comfortable working independently with minimal supervision in a fast-paced digital/e-commerce environment. In this position, they will be part of the eCommerce department and be responsible for a subset of business cases, primarily for Customer Service AI related projects, that contribute directly to the company goals.