Job Purpose and primary objectives:

CX Business Analyst

Key responsibilities:

• Collect and groom internal customer reporting requirements and develop processes and solutions that meet the needs of the operational team

• Provide analysis of reporting deliverables

• Support Customer Care and Managed Services Operations by translating business reporting requirements into technical specifications and lead implementation of new reporting tools and metrics

• Interprets internal or external business requirements/issues and recommends innovative reporting solutions and visualizations.

• Analyze data reporting gaps, interpret, and point out trends or deviations from standards and develop action plans for improvement alongside stakeholders.

• Contributes to solutions that results in changes and/or enhancements to improve internal efficiencies or the customer experience.

• Produce and maintain process documentation which can include proce...