Customer Experience Business Analyst

Engage business units and stakeholders to define customer experience and Customer Care needs, scope technical solutions, and coordinate application delivery with vendors and technical teams. Document requirements, assess project costs and ROI, support funding and procurement, review deliverables, and help investigate and resolve customer care system issues.

Responsibilities

• Engage business units and clients to understand needs and scope customer experience solutions.
• Define project scope, objectives, and technical feasibility with business and technical stakeholders.
• Review vendor proposals, estimates, designs, requirements, plans, and deliverables for alignment with business requirements.
• Document requirements, develop ROI and cost assessments, prepare funding requests, and coordinate procurement and statements of work.
• Analyze and document Customer Care capabilities, including contact routing, IVR/IVA, telephony, agent tools, reporting, and self-service.
• Coordinate investigation and resolution of system issues, validate fixes, track corrective actions, and communicate status.

Required Skills

• Business requirements analysis
• Project scope definition
• Vendor proposal and deliverable review
• Customer Care systems analysis
• Contact center and telephony requirements
• IVR/IVA requirements
• Salesforce Service Cloud or comparable CRMSQLData analysis
• UAT and defect management