Job Details

CX Business Analyst

CXBAWB00014
  • £
  • Chertsey, UK
  • Permanent

Your Key Responsibilities: 

The Customer Experience (CX) team plays a major role in how we serve our customers and how we connect them with our highly respected service and support teams across Europe. We are always looking at innovative ways to engage customers and work collaboratively across our 33 European markets to improve our delivery to our most important partners, our customers. 

As a Customer Experience (CX) Business Analyst/Manager, you will be a key partner within our CX team to help drive and develop systems that will drive new revenue streams and provide automation, digital integration and systems improvements for cost efficiency and revenue generation. 

We are looking for someone that can develop clear and creative diagrams, a PowerPoint wizard, who can make the data sing and tell a story. This visual story will help ensure customer and internal partners have access to, understand ideas, and present this to a range of partners and gather further enhancements or requirements and adapt accordingly. 


This role will have three main priorities 

1. Design and build clear process maps, diagrams and perspectives that are clear to non-technical and technical partners alike. 

2. Manage, lead and track partner requirements from across Europe on a range of initiatives and be responsible for developing thinking and creative ideas to solve problems. 

3. Provide high-level project management and steering of development for a range of initiatives with the ability to adapt thinking at pace.

This role will have a deep passion for solving problems and creative visual representation of data and processes that feed insights in to construct effective, scalable solutions to business problems that improve our customer’s experience with us and that provide business benefits in the form of reduced costs or revenue opportunities. 


What we need for this role

We are looking for an analyst that can support a number of different current projects but also be the link between Solutions/current systems, articulation of requirements and partners so a high degree of creativity will be required and visual representation of these to recommend solutions to solve issues. 

Exposure and knowledge of different systems will be required to the extent that you know what is possible with CRM (i.e. adobe etc.), ERP and stock management (i.e. SAP, Hybris), Feedback/surveys (i.e. Qualtrics, Medallia), Call cloud and contact centre (i.e. AWS, Genesys, NICE) and social/XM/Digital platforms (i.e. Sprinklr, Zendbox) and ideally knowledge of systems such as Jira, Miro etc. Able to understand the onmi-channel experience and the different systems that can be used would be advantage and knowledge or experience in a customer service/ support environment would also be desirable. 


Day to day work will include but certainly not be limited to: 

  • Manage and communicate with our partner effectively to gather requirements and capture/ track these to ensure we develop processes and solutions that meet needs of our subsidiaries, Europe and HQ 
  • Pull together POV and flow diagrams for projects to articulate how steps will be captured and which systems should be used (new and/or legacy) 
  • Lead or oversee project implementation including discussions with developers take on board business requirements effectively and efficiently 
  • Provide data and insights to ensure reasons are supported with evidence 
  • Develop strategic overviews and identify mid-long term opportunities 


Key competencies & characteristics of the role will include: 

  • Able to look at any project from a customer perspective while also ensuring benefits are also captured and clearly communicated 
  • Previous experience in Business / Systems Analysis (ideally up to 5 years) 
  • Able to take a concept and build/map ideas based on current systems and the art of the possible 
  • Understanding of Insights and how to interpret/ leverage to prove objective 
  • Creative and highly adept at visual representation of ideas in PowerPoint 
  • Good with Excel. 
  • Ability to work in a collaborative environment ideally from a CX background 
  • Good interpersonal and communication skills, able to manage and work with multiple partners both technical and non-technical to communicate clearly 
  • Hands-on and ability to put ideas into visuals 
  • Familiar with systems such as CRM and ERP as well as the likes of online and digital platforms 
  • Understanding of GDPR would be helpful 


This role will require excellent documentation skills and someone with a natural gift for visualising ideas in PowerPoint. Ability to build, track and manage programs and set achievements along the way will be important. 

You will need to be collaborative yet lead from the front. Success in this role within the first 6 months will include: 

  • Clear visual representation of ideas factoring in requirements from different areas of the business 
  • Able to follow up with partners 
  • Problem-solving and conflict-resolution ability 
  • Ability to understand tactical projects and strategic direction and think outside the norm by understanding and being the link between new technology and how it can be deployed to resolve business & customer issues

 

Wendy Bakewell Client Partnership Manager

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