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Customer Experience Transformation Lead

2 months ago

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

About the Role:

Paxus - Technology + Digital Talent is seeking a highly skilled CX Business Analyst to join our team and drive the department's Customer Experience (CX) transformation. As a key member of our team, you will play a crucial role in implementing the Future State Voice of Customer (VoC) program and leveraging your domain knowledge to identify, analyze, and implement technology solutions and process improvements that meet business requirements.

Key Responsibilities:

  • Facilitate the identification, analysis, and implementation of technology solutions and process improvements that meet agreed business requirements.
  • Serve as a technical Subject Matter Expert during requirements gathering, analysis, solution design, and feature development/iterations.
  • Collaborate with cross-functional teams to design and deliver technology-based digital solutions for customers.
  • Translate business needs into clear and concise functional specifications.
  • Integrate systems to streamline and automate processes.
  • Work in Agile teams and utilize visualization, documentation, and collaboration tools such as MS Project, Visio, Jira, Confluence, Share Point, etc.
  • Develop and maintain knowledge of MS Dynamics 365 CRM and VoC tools/platforms.
  • Apply excellent problem-solving, communication, and stakeholder management skills.

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