Business Analyst – Customer Journey and/or Customer Experience team

KEY RESPONSIBILITIES:

• Support the Customer Delivery Partner in delivering the go to market and business readiness activities for the agreed change
• Work with the IT Business Analyst to develop use cases and test scenarios based on functional requirements and process mapping that help validate go to market readiness
• Work collaboratively with the IT Business Analyst in defining use cases/scenarios which illustrate the impact of the change across the customer journey
• Develops new customer journey maps, as needed, to support the change development and delivery
• Provides insight on how customer experience will be impacted by the change
• Responsible for providing input for high level impact on customer journey processes and customer experience as well as impact on CSRs and end customer
• Provide support in shaping the scope of the change through impact assessment of processes, systems, and people
• Supports the IT Business Analyst with requirements validation to ensure use cases are accurately represented for development and delivery
• Works in conjunction with Customer Experience and Operations Improvement Team to link customer journey experience impacts to complaints
• Supporting the training/quality and business SMEs in defining training needs arising from the business requirements
• Liaise with business users at all stages of the project lifecycle in relation to go to market risks, issues, and delivery for input and direction
• Identify and report project issues and risks to the Customer Delivery Partner and the Project Manager
• Contribute to lessons learned process