Business Analyst

Summary of the Job:The Business Analyst Customer Care Center plays a pivotal role in driving customer satisfaction, operational efficiency, and strategic improvements across the Customer Service function. This role focuses on analyzing customer interactions, feedback, service metrics, and business processes to identify trends, areas for improvement, and opportunities for digital enablement. The analyst works closely with cross-functional teams including IT, operations, CRM, dealer networks, and product quality to enhance the overall customer experience.Tasks & Responsibilities:Facilitate Agile Requirement Definition: Collaborate with Product Managers, Product Owners, and Business Stakeholders to define Epics, Capabilities, Features, and User Stories.Documentation: Creating clear and concise documentation, including requirements documents, process flows, and user stories.Process & Experience Improvement: Identify process inefficiencies, risks, or gaps during delivery and suggest continuous improvements.Data Analysis & Insights: Analyze business processes, data trends, and KPIs to identify areas for improvement.Change Management: Supporting the implementation of new solutions and helping stakeholders adapt to changes.Testing and Implementation: Supporting the testing and implementation of new solutions to ensure they meet business needsSupport Lead Business Architect with -Developing and maintaining business architecture: Creating and updating models that define the organization's structure, capabilities, processes, and information flows.Aligning business strategy with execution: Ensuring that business initiatives and technology solutions support the organization's strategic goalsBusiness capability planning: Integrating capability planning and roadmaps into strategic planning and project and feature implementations.Providing architectural leadership: Guiding and defining business architecture to effectively support business strategy.Communicating and advocating for business architecture: Promoting and communicating the business architecture to stakeholders at various levels.Technical Skills:Data Analysis & ReportingSQL (for querying relational databases)Power BI / Tableau / QlikView (Dashboard creation & data visualization)Python or R (Basic scripting for data analysis optional but advantageous)Business Intelligence & AnalyticsData modeling and data interpretationKPI definition and performance monitoring (e.g., AHT, FCR, NPS, escalation rates)Root cause analysis (RCA)Statistical analysis and trend forecastingCRM & Contact Center ToolsSalesforce, SAP CRM, or similar CRM platformsKnowledge of telephony/contact center platforms (e.g., Genesys, Avaya)Ticketing/Case Management Systems (e.g., ServiceNow)Project & Product CollaborationAgile/Scrum tools (e.g., JIRA, Confluence)Requirements gathering and documentation (BRD, FRD, user stories, use cases)Wireframing and prototyping tools (Figma optional)Testing & QAKnowledge of UAT and system testing processesWriting and executing test cases/scriptsTools: TestRail, Postman (for API testing optional)Core Skills:Project Management Methods (SAFe) -> Thorough knowledge of SAFe in order to work dedicated to an agile team/project as team member.Process opt./performance management -> Provide input regarding optimization for the execution of existing processes we report on/analyze; optimize the execution of our team's processes.Stakeholder & Expectation Management (Co-creation, Customer Orientation, Purpose) -> Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development/refinement of their vision).Collaboration, Moderation & Co-learning (Co-Creation, Feedback, Learning) -> Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.Business & Results Orientation (Driven to Win, Pioneering Spirit) -> Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.Strategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -> Define strategies for own focus & functional area, and ensure coherence with CAC strategiesFlexibility, dealing with VUCA (Agility, Customer Orientation) -> Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.QualificationsBachelors/Masters in Computer science/ Electrical / Electronics Communications or other related streams of Engineering.Relevant certification (Business/Data Analyst, SAFe)