Business Analyst - Customer Experience

Job Summary The Business Analyst will report to the EPMO unit and be responsible for documenting current ("As-Is") customer journeys and analyzing them to recommend enhanced customer journeys across multiple business units, including Retail, Retail Digital, SMEs, Corporate, and Commercial portfolios. This position requires a deep understanding of business analysis methodologies and techniques, with a strong emphasis on data-driven decision-making and a customer-centric approach. The position requires working closely with stakeholders to identify areas for improvement and implement solutions that enhance overall business performance and customer experience. Key Responsibilities:

1. Customer Journey Mapping: Develop detailed customer journey maps to identify pain
2. points and opportunities for improvement. Collaborate with cross-functional teams to
3. design and implement strategies that enhance customer experience and promote
4. customer-centricity.
5. Utilization of Customer Journey's Tool: Leverage advanced customer journey mapping
6. tools (e.g., JourneyTrack, TheyDo, Smaply) to document and analyze customer
7. interactions across various touchpoints.
8. Process Design and Analysis: Analyze current business processes to identify
9. inefficiencies and areas for optimization. Design and document new processes that align
10. with business goals and improve overall efficiency while keeping the customer's needs
11. central to all decisions.
12. Data-Driven Process Optimization: Utilize data analysis techniques to identify trends
13. and insights that will guide the process improvement initiatives. Develop and implement
14. data-driven strategies to optimize business processes and achieve operational excellence,
15. with a focus on enhancing customer satisfaction.
16. Stakeholder Collaboration: Work closely with stakeholders to gather pain points,
17. current state, new requirements, define project scope, and ensure alignment with business
18. objectives. Facilitate workshops and meetings to induce consensus and validation.
19. Requirements Documentation: Create comprehensive documentation of customer
20. journeys, issue tracker, improvement initiatives, business requirements, process flows,
21. system specifications and measurement metrics. Ensure that all documentation is
22. accurate, up-to-date, and accessible to relevant stakeholders, with a clear focus on
23. customer impact.
24. Performance Monitoring: Establish key performance indicators (KPIs) to measure the
25. effectiveness of process improvements. Monitor and report on before and after
26. performance metrics to ensure that initiatives are delivering the desired outcomes and
27. continuously enhancing the customer experience.
28. Continuous Improvement: Stay abreast of industry trends and best practices in business
29. analysis and process optimization. Continuously seek opportunities to enhance skills and
30. knowledge through professional development and industry certifications, with a
31. particular emphasis on customer experience and customer-centric strategies.

1. Bachelor’s degree in business administration, Management, Information Systems, or a
2. related field.
3. 5+ years of experience in process design, optimization, and customer experience-focused
4. business analysis.
5. Proven experience with customer journey mapping and process documentation.
6. Strong analytical skills with the ability to interpret complex data and provide actionable
7. insights.
8. Excellent communication and interpersonal skills.
9. Proficiency in business analysis tools and software.