Business Analyst Digital Customer Experience

KVH Industries, Inc   •  

Middletown, RI

Industry: Telecommunications & Hardware


5 - 7 years

Posted 45 days ago

Summary: This role will be focused on creating well-defined functional requirements for journey mapping the Digital Customer Experience from onboarding to off-boarding. The Business Analyst for Digital Customer Experience will interface with key stakeholders within the company to develop a Customer Journey Map determining the ideal end-to-end customer experience by identifying the areas in the business where a digital customer self-servicing solution should be implemented. Understanding business processes and creating well defined requirements for the technical Salesforce Development Team to implement will be a key aspect of this role. Position reports to the Director, Application Development.

Essential Duties and Responsibilities:

· Work with key stake holders to analyze, translate, and document business processes/procedures into functional requirements

· Map and document the Customer Journey for each customer/partner persona

· Work closely with the Marketing and Sales product owners of the different portals as the technical owner to support business needs

· Work with stakeholders to analyze current UI/UX design for customer pain points to create fluid interactions

· Simplify shared functionality across the digital platforms

· Develop training and educational materials for new and current users

· Develop quality assurance testing for each release and demonstrate that the technical team has met the requirements set out by the key stake holders

· Facilitate user acceptance testing from the key stake holders

· Occasionally handle project-management and stakeholder management tasks as needed

· Drive business decisions based on metrics and analysis of data.

· Strategically think through the customer journey with the company's future in mind

Required Qualifications:

· Bachelor's Degree

· 3+ years in creating Customer Journey Maps and handling multiple customer personas

· 5+ years as a Business Analyst

· Experience in Agile project development process and projects

· Experience defining and articulating technical specifications

· Experience with web and mobile analytics tools (e.g. Google Analytics, Adobe Analytics)

· Experience in project management

· Experience documenting via Wireframes and Storyboarding

· Strong organizational, communication, writing, and interpersonal skills

· Excellent customer interaction skills

· Ability to think strategically for the future development of how a customer/partner interacts with KVH through a digital experience lens

· Experience managing the work of software developers

Preferred Qualifications:


· 3+ years in developing Salesforce Communities and Portals

· 3+ years in web application design and technical architecture

· 5+ years in Business Process Reengineering

· Experience using Website heatmapping for optimizing the Customer Experience

· Experience in customer experience analytic tools (e.g. Tealeaf, Glassbox)

· Must be a US citizen or Permanent Resident