Senior Customer Experience Optimization Specialist

2 weeks ago

Charlotte Bay, Australia beBeeSystems Full time $80,000 - $120,000
Job Title: Business Systems Analyst IV

The Senior Business Systems Analyst plays a pivotal role as a strategic liaison between the Customer Operations Business Team and IT or vendor partners, responsible for analyzing, evaluating, and enhancing customer service experiences by translating business needs into formal technical requirements.

Key Responsibilities:
  • Simplify and enhance customer experiences through initiatives support.
  • Analyze business operations to identify automation opportunities.
  • Elicit, document, and manage complex business process flows and requirements.
  • Ensure strategic solutions alignment between business units and IT.
  • Drive communication and commitment from requirements gathering to implementation.
  • Collaborate with cross-functional teams to ensure technology solutions meet business goals.
  • Support project managers with task updates and project planning tools.
  • Conduct data analysis to evaluate cost/benefit and technical feasibility.
  • Partner with reporting teams for issue triage and validation of next best actions.
  • Develop and execute test plans for functional and UAT testing.
Required Skills and Qualifications:
  • 10+ years of experience in business/systems analysis.
  • Strong analytical, organizational, and problem-solving skills.
  • Ability to work independently and manage multiple priorities under pressure.
  • Excellent communication skills across all levels of the organization.
  • Demonstrated leadership and initiative.
  • Proficiency in Microsoft Word, Visio, and Excel.
  • Working knowledge of cable television operations and billing systems.
Preferred Qualifications:
  • Experience with Jira and Confluence.
  • Ability to define and track key performance indicators.
  • Skilled in data interpretation and presentation development.
  • Knowledge of process and project management methodologies.
  • Cross-functional team management experience.

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