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Business Analyst

2 months ago

Bangalore, India Kapture CX Full time

Company Overview:

Kapture is a SaaS company that was founded in Bangalore in 2014. The company boasts primarily of a customer support automation platform that provides an all-in-one solution for customers predominantly from retail, travel, BFSI, consumer durables, and the energy sector from across the globe. Kapture also has a customer feedback management platform, and is steadily growing in different markets across the globe. Kapture currently has offices in Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida.

ROLES AND RESPONSIBILITIES

● Manage a cross-functional process to translate the desired customer experience into a logically sequenced and optimized product roadmap and major product releases. Create buy-in for the

product roadmap with internal and external stakeholders.

● Open to discuss the requirement with the client over a call/ in person meeting.

● Develop high quality BRD's and effectively prioritize and manage the scope of each product

launch to deliver key capabilities on time and on budget.

● Coordinate with multiple stakeholders , including customer service teams, UX designers, and

engineers, to share timelines and deliver the client requirement/ product features within the shared timelines.

● Daily standup with various teams to track the progress.

● To oversee the development and improvement of customer service products or platforms within an organization

● Execute on the existing roadmap and contribute towards shaping the long-term strategy for CS

self-service products.

● Creating and maintaining a product roadmap that outlines the vision, goals, and timeline for the

development and enhancement of customer service products.

● Effectively communicating product updates, progress, and milestones to internal stakeholders,

executives, and customers, ensuring transparency and alignment throughout the organization.