Description

We are seeking an experienced and proactive Business Analyst II to join our Customer Engagement Technology team. In this role, you will be responsible for analyzing, optimizing, and supporting the technology solutions that drive customer engagement across multiple touchpoints. You will collaborate with cross-functional teams to identify business requirements, translate them into technical specifications, and ensure the successful implementation of customer-facing technologies that improve the overall customer experience.

Responsibilities:

Work with business stakeholders to gather, define, and document business requirements for customer engagement technology solutions.
Analyze and evaluate customer data, behaviors, and feedback to provide actionable insights that improve engagement strategies and technology implementations.
Collaborate with IT, marketing, product, and other business teams to design and implement technology solutions that enhance customer engagement across digital and offline channels.
Support the integration and configuration of customer engagement platforms (e.g., CRM, marketing automation tools, customer service technologies).
Develop and maintain process flows, user stories, and technical documentation to ensure clarity and alignment across teams.
Perform regular system and process assessments to identify opportunities for improvements and optimize customer-facing technology solutions.
Conduct user acceptance testing (UAT) and ensure that customer engagement technologies meet business requirements and provide a seamless user experience.
Analyze the effectiveness of customer engagement initiatives, report on KPIs, and recommend actions for continuous improvement.
Assist with change management processes, including training, user adoption, and troubleshooting.

Qualifications:

Bachelor’s degree in Business Administration, Information Technology, or a related field.
3+ years of experience as a Business Analyst, with a focus on customer engagement, CRM systems, or related technologies.
Experience working with customer engagement platforms, marketing automation tools, or customer service software.
Strong understanding of customer journey mapping, customer segmentation, and experience with data analysis.
Proven ability to translate business requirements into technical solutions and work with development teams to implement them.
Familiarity with Agile methodologies and project management practices.
Strong analytical, problem-solving, and communication skills, with the ability to present complex information to non-technical stakeholders.
Ability to manage multiple tasks, prioritize work, and meet deadlines in a fast-paced environment.

Skills:

Experience with CRM and customer engagement tools (e.g., Salesforce, HubSpot, Zendesk, etc.).
Proficient in Microsoft Office Suite and business analysis tools (e.g., JIRA, Confluence).
Strong data analysis and reporting skills, with proficiency in Excel and familiarity with BI tools (e.g., Tableau, Power BI).
Excellent communication and collaboration skills.
Understanding of customer experience best practices and industry trends.

If you are passionate about leveraging technology to improve customer engagement and want to make a significant impact on the customer experience, we invite you to apply. Join our team and help us build innovative solutions that drive customer satisfaction and business growth!