Analyst - Innovation and Solutions III

Overview:

This role will drive to improve the customer and employee experience through improved digital product development and strategy in the Customer Contact Centers. This role will work with cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for digital product experience, business processes, developing forward-thinking functionality that promote efficiency and productivity.

Essential Job Accountabilities:

1. Function as a product owner for Customer Contact Center digital products and applications. Develop and maintain documentation for digital products including user stories and requirements, business policies and procedures, and project management. Understand the current product experience, processes and define future state capabilities 30%

2. Execute key aspects of projects and programs by supporting the entire product lifecycle, including writing user stories, detailed business requirements; participating in agile scrum rituals including Story Grooming, Sprint Planning, and Daily Standups; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope, including working with business stakeholders to understand the goals; and identifying and sharing opportunities for improvement across product and process. Manage and priorities backlogs and make strategic decisions regarding digital development. 30%

3. Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more). Identifies opportunities for improvement across product, process, and team 20%

4. Manage projects, develop project plans and monitor performance. Communicate effectively with stakeholders and partners throughout the project. Proactively identify and manage interdependencies and risks 10%

5. Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption 5%

6. Leverage customer and employee insights to make data-driven, customer-centric decisions 5%

Education and/or Background:

• Bachelor's degree

• Field of Study: BS Industrial Engineer or Information Technology

Year(s) of Related Experience:

• 3-5 years of experience in business analysis, digital product management, or industrial engineering or information technology related fields

Qualifications / Certifications / Licenses:

• Experience creating and writing user stories and detailed business requirements

• Excellent written and verbal communication skills

• Strong working knowledge of customer and employee service flows

• Strong project management and problem resolution skills

• Ability to adapt to changing business environment and priorities

• Ability to grow as a subject matter expert

• Competency in Microsoft applications including Word, Excel, PowerPoint and Outlook, Microsoft teams

• A track record of following through on commitments.

• Strong organizational and time management skills.

• 3-5 years relevant work experience preferred

• 1-2 Agile/Scrum experience

• Process mapping experience, and/or swim lane exercise experience preferred

• Knowledge of other internal business groups preferred