The Senior Business Analyst will be working in a friendly small team delivering initiatives that form part of a new customer roadmap and strategy. The Customer Service Senior Business Analyst will be responsible for delivery of process improvement and automation value and uplift across the Customer Relations & Services area.
Any experience of working in such a position with the Utilities Sector nice to have but not essential.
- Review existing process of Customer operations
- Continuous Improvement / Lean Six Sigma
- AS-IS and TO-BE
- Waterfall and Agile Methodology - Kanban
- BPM / Stakeholder Engagement - Good presentation skills
- A "Customer Centric" mind-set / HCD / Service Design
- Simplified processes enabling staff to more easily serve partners and customers
- Achieve a single view of customer interactions and related information
- Clear ways of communicating and engaging with partners and customers.
- Key metrics include improving customer satisfaction survey scores, increased employee satisfaction, increasing revenue by accessing financial rewards through improved customer satisfaction
- Work with the Customer Connections, Customer Service & Resolutions and Metering teams to improve workflows and operational activities that contribute to the overall customer experience provided.
- Support and contribute to delivery of the operations optimisation initiative stream of work in the customer roadmap and identification of automation opportunities.
- Documentation of work instructions to support knowledge uplift for the customer facing teams.
- Feed business process insights into delivery of training material to support a customer on boarding program
- Work directly with the digital teams to deliver value across the wider customer relations & services teams and improve customer satisfaction (CSAT) and key operational metrics.
To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). quoting ref no. JO-2111-107636. Want to know more about Davidson? Visit us at www.davidsonwp.com [link removed]
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.
Will you actively create a healthier future for tomorrow-.Medibank we-re encouraged to think big.have a clear to impact better health outcomes for our customers, patients and our community. celebrate [...]
Senior ICT Business Analyst At Optivia we're passionate about one thing -- helping our clients unlock the potential of their data, so they can make better decisions and streamline business operatio [...]
Overview To act as the pivot or intermediary between end-users and IT to ensure that business requirements and functional requirements are identified, documented and delivered as a strategic and cost- [...]
Job Description About Infosys:Infosys is a global leader in next-generation digital services and consulting. We enable clients in 45 countries to navigate their digital transformation. With over three [...]