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Strategic Customer Experience Improvement Specialist
3 weeks ago
The Business Systems Analyst IV serves as a strategic liaison between the Customer Operations Business Team and IT or vendor partners. This role is responsible for analyzing, evaluating, and improving customer service experiences by translating business needs into formal technical requirements.
This includes supporting initiatives to simplify and enhance the customer experience, analyzing business operations to identify automation opportunities, eliciting, documenting, and managing complex business process flows and requirements, facilitating alignment between business units and IT to ensure strategic solutions, driving communication and commitment from requirements gathering to implementation, collaborating with cross-functional teams to ensure technology solutions meet business goals, assisting project managers with task updates and project planning tools, conducting data analysis to evaluate cost/benefit and technical feasibility, partnering with reporting teams for issue triage and validation of next best actions, and developing and executing test plans for functional and UAT testing.
