Digital Business Analyst

1 month ago

Sany, India Randstad India Full time

About the Role:

We areseeking a datadriven and customerfocused Digital Business Analystto join our dynamic Customer Service Digital team. Selectedcandidate will play a pivotal role in analyzing digital applicationlandscape digital maturity curve customer data and business trendsand driving process improvements to enhance satisfaction of thebusiness teams and optimize our service operations.

Responsibilities:

  • Processoptimization:
    • Collaborate with customerservice representatives and leadership to identify areas forprocess improvement.
    • Analyze current workflowsand identify inefficiencies and bottlenecks.
    • Develop and propose datadriven solutions to streamlineprocesses and improve efficiency.
    • Developreports and presentations to communicate key findings tostakeholders
  • Technology implementation:
    • Evaluateand recommend new technologies and tools to enhance customerservice operations.
    • Work with IT anddevelopment teams to implement approved solutions.
    • Develop and maintain user manuals and training materialsfor new technologies.
  • Analyze business data:
    • Utilize dataanalysis tools and techniques to extract insights from customerinteractions across various channels (phone email chat socialmedia).
    • Identify trends and patterns incustomer behavior feedback and inquiries.
  • Communication and collaboration:
    • Maintain clear and effective communication withstakeholders across all levels of the organization.
    • Collaborate effectively with crossfunctional teams (ITmarketing product) to ensure alignment and success.
    • Present data and recommendations in a clear concise andpersuasive manner
  • Customer experience(good to have skills):
    • Analyze customer feedback to identify areas forimprovement in the customer experience.
    • Develop and implement initiatives to improve customersatisfaction and loyalty.
    • Track and measurethe impact of process improvements on customer experiencemetrics.

Qualifications:

  • Bachelorsdegree in Business Administration Information Systems or a relatedfield.
  • Minimum 3 years of experience as aBusiness Analyst or in a similar role in an enterprisesetup
  • Strong analytical skills and experiencewith data visualization tools.
  • Proven abilityto identify and solve business problems using datadriveninsights.
  • Excellent communicationcollaboration and presentation skills.
  • Experience working with customer service teams andunderstanding of customer service best practices.
  • Proficiency in Microsoft Office Suite and data analysistools (e.g. Excel Tableau Power BI).

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