Business Analyst

What you'll do:

• This role will work directly with the CCEO to implement and mature all aspects of a CX framework. This framework will include a collection of processes that EDS will use to track, oversee and optimize all customer interactions.

• This role will also coordinate with all functional areas of the company to understand and improve the experiences associated with our customer journeys. The results of these activities will be increased engagement, loyalty and revenue from our customers.

• Define/refine CX vision, core strategies and implement our CX framework

• Coordinate and inventory cross functional activities that impact the customer

• Understand and map our customers' journeys

• Develop and continuously improve customer understanding (listening path)

• Share information about impacts to our customers across the organization

• Work with functional areas to incorporate customer experience into design practices

• Coordinate the implementation of CX monitoring and measurement practices

• Align and educate leadership around CX

• Work with leadership to implement accountability and culture around CX.

What experience you need:

• Minimum Bachelor's degree

• Minimum of five years in customer experience or related role preferred

• Experience/understanding customer experience frameworks preferred

• Experience developing and using buyer and user personas.

• Experience in developing and communicating customer journeys.

What could set you apart:

• Experience in Customer Loyalty Management, Customer Relationship Management and/or Customer Value Management.

• Background in SaaS, fraud prevention, credit card or financial services preferred.