Business Analyst (Customer Experience)

Job title : Business Analyst (Customer Experience)
Location : Melbourne
Job type : Contract or Temp
Job reference : 1182021
About the company: 
Based in Melbourne, This role is an enablement role which sits within the Customer Experience Team in the Customer Operations function.

This team is passionate about their customers and delivering brilliant experiences to them every day. They have a culture of innovation; are empowered to make change and continually find new ways to do things. Their decisions are made with the customer at the forefront and they connect directly with them to validate products and ideas. 

About the Role: 
This is a 12 month fixed term contract. It will be sitting within the operations team and reporting to the head of CX Customer Operations, this role will be a business analyst role focusing on customer experience with the opportunity to wear a couple of different hats. This means that the successful applicant will have opportunities for growth not only as a BA but also within other fields of the company too. 

The successful applicant will be responsible for:
  • Investigating new technologies and vendors aimed at improving Customer Operations and Customer Experience by driving efficiency and innovation in how we service our customers
  • Project managing and executing initiatives aimed at improving customer experience within Customer Operations from ideation to delivery and ultimately benefits realisation; in close collaboration with Technology delivery teams
  • Regularly required to conduct impact analysis of changes that may impact technology supporting Customer Operations and influence multiple levels of stakeholders both internal and external to ensure customer and commercial outcomes for Customer Operations are met.
  • Change Management across the team as new technology, initiatives, and processes are rolled out
  • Ensuring adequate project documentation is developed across all initiatives
Accountabilities in the role:
In this role you would be accountable for the following:
  • Vendor relationship management of some key operational technologies, ensuring the team achieves the best commercial and customer outcomes from our vendors
  • Supporting the wider Customer Operations team in delivery of key strategic initiatives to improve Customer and Employee experience through new and existing technology improvements.
  • Project management expertise and execution from ideation through to delivery for strategic initiatives in Operations
  • Subject Matter Expert in agile project delivery / other project management disciplines for colleagues managing smaller initiatives across the wider Operations team.
  • Change and impact analysis to expected quality standards
  • Ensuring project documentation and analysis is adequately executed and recorded to quality expectations
  • The role will involve constant interaction with other key functions across the business

About You:
you will have the following technical skills: 
  • BA - Business Requirements elicitation, documentation and analysis
  • Project Management
  • Business Impact assessments
  • Design thinking
  • Workshop facilitation
You will have the following experience:
  • Minimum 3-5 years in Senior Business Analysis, Project Management, Product Management or similar role
  • 1-2 years’ experience in an Operational/ Contact centre environment highly desirable
  • Experience of working with Operational / Contact centre workflow, CRM / CIM tools and platforms e.g. Zendesk, Salesforce