Business Analyst (customer Journey)
70-80k per annum
Dublin South - hybrid
As a Business Analyst specializing in Customer Journeys, your role is to work closely with our clients and our Business Process Engineers to map business processes and solutions for customer journey improvements within contract sales arenas and more. There will also be the opportunity for you to play a role in defining the future product direction of the company at an exciting time of expansion and growth. RESPONSIBILITIES • Analyse and understand a clients Customer Journeys by capturing requirements from stakeholders for new ones, reviewing existing ones, and producing highly detailed requirement specification documents. • Work collaboratively with the client to define use cases which illustrate the impact of the change within the Customer Journey. • Support the Customer Success Manager in delivering the Change Request documentation and otherwise for the agreed requirements and gaining sign-off. • Work with the Commercial Team to devise and define innovative product enhancements, gained from your interactions with our customers, and recognizing and offering solutions to their key business needs. • Track activities against the project delivery plan and manage stakeholder involvement, as necessary. • Evaluate Customer Journeys forms and processes performance and recommend solutions for improvements. • Ensure compliance with company forms and BPM design standards. Documenting as-is and to-be Customer Journey Mapping, challenging the current way of working and suggesting change.
SKILLS AND EXPERTISE • Minimum 4 years Business Analyst experience with a client-facing and Customer Journey Mapping focus. • Exceptional client/stakeholder facing skills. • Excellent verbal and written communication skills, documentation, and reporting skills. • Experience in analysing and improving Customer Journeys for utilities and telcos a strong plus. • Strong analytical and problem-solving skills. • Initiative-taking, hardworking individual with excellent attention to detail. • Willingness to collaborate, embrace change and improve processes. • Understanding of modern form design and best practices, and Business Process Management (BPM) design, a plus. EDUCATION AND QUALIFICATIONS • Business Analysis related degree desirable. REMUNERATION • Competitive salary & package dependent on experience