Business Analyst – Customer Journey and/or Customer Experience team

Business Analyst – Customer Journey and/or Customer Experience team
Dublin City Centre 1 €400 - €450 Ref:

Job Description

My client is Dublin City Centre near Leeson Street is looking for a Business Analyst for 6 months. You must have a strong Business

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

 

Consultant Details

Peter Kirby's Profile Picture
Name: Peter Kirby
Title: Director
Tel: 01 2866666
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