Customer Experience Leader

3 days ago

Bengaluru, Karnataka, India beBeeAnalyst Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Business Analyst - Customer Experience

At our organization, we are looking for a Business Analyst to join our team. As a key member of the Direct To Consumer (DTC) team, you will play a crucial role in analysing and interpreting data to inform strategic decisions, identifying opportunities for process improvements, and ensuring that business requirements are accurately captured and communicated.

Key Responsibilities:
- Analyse and document business requirements for complex front-end multi-channel customer experience projects using Agile methodologies (Scrum/Kanban).
- Collaborate with cross-functional teams including UX/UI designers, developers, and stakeholders to ensure business needs are accurately captured and communicated.
- Support project timelines by identifying and mitigating risks and resolving requirements-related bottlenecks.

Requirements:
Must-Have Skills:
- Proficiency in Agile project management tools (JIRA, Trello, Azure DevOps).
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Demonstrated ability to map end-to-end customer journeys, identifying pain points and opportunities for automation or optimization through technology.
- Proven ability to work cross-functionally with Marketing, Product, Engineering, and Legal teams to gather requirements, prioritize features, and ensure successful delivery of MarTech initiatives.
- Strong analytical mindset with experience in turning raw data into insights through dashboards and reports. Familiarity with SQL, Excel, and visualization tools like Looker or Power BI.

Nice to Have Skills:
- Experience in the retail industry, particularly within a global context.
- Proven track record of collaborating cross-functional technology teams in front-end development or customer experience projects.
- Experience in analysing and mapping customer journeys, and familiarity with digital marketing tools.

Benefits:
- Exceptional communication and leadership abilities.
- Strong problem-solving skills.
- Ability to thrive in a dynamic environment.

Education:
- Bachelor's degree in computer science, Information Systems, Marketing Technology, or related field.
- Relevant certifications (e.g., Certified ScrumMaster, PMI-ACP, SAFe Agilist) are a plus.

What We Offer:
- Great relationship management that delivers results through effective teamwork
- You'll be a proud custodian to our culture, embodying what we stand for and encouraging others to do the same
- You'll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
- You will take ownership for your own development, proactively seeking out feedback to build self-awareness
- You will bring the outside-in; you'll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
- You'll lead the way and role model on all things DE&I & wellbeing

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