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Job Summary
The Analyst will drive improvements to customer and employee experiences through digital product development and strategy within Customer Contact Centers. The role will support highly visible, cross-functional projects and serve as a contributor to digital product experience and business process improvements by developing forward-thinking functionality that promotes efficiency and productivity.
Key Responsibilities
• Function as a product owner for Customer Contact Center digital products and applications.
• Develop and maintain product documentation, including user stories, business requirements, and business policies.
• Support the full product lifecycle by writing user stories, participating in Agile Scrum ceremonies, and analyzing data to align product features with business objectives.
• Manage and prioritize product backlogs and support strategic decisions related to digital development.
• Define, document, and test business use cases for product features and workflows in collaboration with cross-functional teams and business stakeholders.
• Identify opportunities for improvement across products, processes, and team functions.
• Manage projects, develop project plans, monitor performance, and communicate effectively with stakeholders.
• Coordinate with training and change management partners to support successful adoption of new processes.
• Leverage customer and employee insights to support data-driven and customer-centric decisions.
Required Qualifications
• Bachelor's degree in Industrial Engineering, Information Technology, or a related field.
• 3-5 years of experience in business analysis, digital product management, or related roles within industrial engineering, information technology, or a similar discipline.
• Competency with Microsoft applications, including Word, Excel, PowerPoint, Outlook, and Microsoft Teams.
Preferred Qualifications
• Experience creating and writing user stories and detailed business requirements.
• Working knowledge of customer and employee service flows.
• Project management and problem-resolution skills.
• 1-2 years of experience working in an Agile/Scrum environment.
• Experience with process mapping and/or swim lane exercises.
