[EKE-974] Senior Business Analyst - Process Improvement

[EKE-974] Senior Business Analyst - Process Improvement

21 Nov

21 Nov



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.

Position overview

- 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]

The original job offer can be found in Kit Job:

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