Business Analyst

1 week ago

SaintLaurent, Canada Aversan Full time

**Your Role & Main Responsibilities**
- Be a contributor to the CX Strategy
- Establish and develop relationships of trust with all stakeholders.
- Research, analyze, document, and understand existing business processes underlying our current customer experiences
- Conduct research to identify, document, prioritize and present the pain points of the customer experience with current processes
- Collaborate with data analysts to perform quantitative analyses to confirm identified issues and explore new business opportunities
- Passionately pursue the improvement of the digital user experience that generates revenue to the business, includes reporting and analysis
- Collaborate in the definition of the criteria for product success, performance, effectiveness, and efficiency
- Assess and analyse the customer experience and business processes using surveys, analytics and customer-focused metrics to ensure continuous improvement and data-driven optimization
- Work closely with the other departments and the CX designers to create an optimal customer experience
- Ensure the impact of the proposed business requirements and solutions on the systems is identified and understood by the technical specialists
- Ensure that products, processes, and solutions are aligned with the Customer Experience strategy
- Support business case creation, gathering requirements and information from various business units and stakeholders; Be an active member of the business transformation
- Conduct benchmarking, monitor industry trends and the competitive landscape to identify market trends and bring fresh ideas to the table
- Participate actively in the dynamics and improvement projects of the Customer Experience team
- Collaborate with your peers to maintain a level of consistency across products and processes, contributing to the growth of the team’s best practices, tools and processes; Be an inspirational and motivational colleague
- Participate and lead in various knowledge-sharing activities
- Contribute to the collaborative and stimulating work environment
- Be a change agent & Agile mindset promoter
- Be connected to the industry to know tendencies and suggest innovative ideas Your qualifications:

- Bachelor's degree in Business Administration or Engineering; A Master's degree in a relevant field would be an asset
- At least five years of experience in business analysis a related field
- Solid understanding of business process redesign concepts and process improvement techniques
- Skills in research, analysis, synthesis, process mapping and documentation
- Ability to prioritize and manage multiple strategic projects simultaneously
- Proven experience in agile projects (Scrum, Kanban)
- Proficiency with tools for process mapping (Lucid chart, Visio), and project management (Azure DevOps, Jira)
- Understanding of digital customer experience concepts; Soft skills
- Desire to play a major role in transforming a service-centred corporate culture
- Strong sense of leadership with respect to process improvement initiatives
- Ability to collaborate and communicate with other teams and project stakeholders
- At ease in a fast-paced & changing environment with the ability to prioritize work and meet deadlines
- Demonstrated ability to work independently and maintain good relationships with cross-functional stakeholders

**Enter any additional Skills/Expertise/Qualifications that are required for this position** :

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