About the Role:
We are seeking a data-driven and customer-focused Digital Business Analyst to join our dynamic Customer Service Digital team. Selected candidate will play a pivotal role in analyzing digital application landscape, digital maturity curve, customer data and business trends, and driving process improvements to enhance satisfaction of the business teams and optimize our service operations.
Responsibilities:
- Process optimization:
- Collaborate with customer service representatives and leadership to identify areas for process improvement.
- Analyze current workflows and identify inefficiencies and bottlenecks.
- Develop and propose data-driven solutions to streamline processes and improve efficiency.
- Develop reports and presentations to communicate key findings to stakeholders
- Technology implementation:
- Evaluate and recommend new technologies and tools to enhance customer service operations.
- Work with IT and development teams to implement approved solutions.
- Develop and maintain user manuals and training materials for new technologies.
- Analyze business data:
- Utilize data analysis tools and techniques to extract insights from customer interactions across various channels (phone, email, chat, social media).
- Identify trends and patterns in customer behavior, feedback, and inquiries.
- Communication and collaboration:
- Maintain clear and effective communication with stakeholders across all levels of the organization.
- Collaborate effectively with cross-functional teams (IT, marketing, product) to ensure alignment and success.
- Present data and recommendations in a clear, concise, and persuasive manner
- Customer experience(good to have skills):
- Analyze customer feedback to identify areas for improvement in the customer experience.
- Develop and implement initiatives to improve customer satisfaction and loyalty.
- Track and measure the impact of process improvements on customer experience metrics.
Qualifications:
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- Minimum 3 years of experience as a Business Analyst or in a similar role in an enterprise setup
- Strong analytical skills and experience with data visualization tools.
- Proven ability to identify and solve business problems using data-driven insights.
- Excellent communication, collaboration, and presentation skills.
- Experience working with customer service teams and understanding of customer service best practices.
- Proficiency in Microsoft Office Suite and data analysis tools (e.g., Excel, Tableau, Power BI).
