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Customer Experience Transformation Specialist

2 months ago

Adelaide, South Australia Paxus - Technology + Digital Talent Full time

Job Summary

Paxus - Technology + Digital Talent is seeking a highly skilled CX Business Analyst to drive the department's Customer Experience transformation and implement the Future State Voice of Customer program. As a key member of our team, you will leverage your domain expertise, research, and best practices to identify, analyze, and implement technology solutions and process improvements that meet business requirements.

Key Responsibilities

  • Facilitate the identification and analysis of business needs to inform technology solutions and process improvements.
  • Collaborate with cross-functional teams to design and deliver technology-based digital solutions for customers.
  • Develop and maintain technical requirements and functional specifications.
  • Provide technical expertise during requirements gathering, analysis, solution design, and feature development/iterations.
  • Work closely with stakeholders to understand and prioritize business needs.
  • Develop and maintain relationships with key stakeholders, including business leaders and technical teams.

Requirements

  • Minimum 5 years' experience working as a Business Analyst in cross-functional teams, designing and delivering technology-based digital solutions for customers.
  • Ability to understand, isolate, and interpret business needs and translate them into clear and concise functional specifications.
  • Experience in integrating systems to streamline and automate processes.
  • Practical experience working in Agile teams.
  • Hands-on experience with visualization, documentation, and collaboration tools such as MS Project, Visio, Jira, Confluence, SharePoint, etc.
  • Knowledge of MS Dynamics 365 CRM and VoC tools/platforms is desirable.
  • Excellent problem-solving, communication, and stakeholder management skills.
  • Experience working in the government sector will be advantageous.

Qualifications

  • Tertiary degree in Business, Information Technology, or related field, or equivalent experience (required).
  • Certification in Business Analysis (e.g., CBAP, CCBA) is a plus.