Chat/Ivr Platform Customer Business Analyst

Description

As a Chat/IVR Platform Customer Business Analyst, you will play a vital role in bridging the gap between our innovative chat/IVR platform's development team and our esteemed users - chat agents and their managers.

You will complete elements in the definition, requirements, design, build and delivery of a project or Program. More specifically, you will be responsible for building knowledge of the company, processes and customers to analyze business processes, identify requirements and proposing solutions to meet the needs of the organization. Additionally, you may be asked to solve a range of straightforward problems and analyze possible solutions to said problems by using standard procedures. You will also understand key business drivers, and use your understanding to participate in project planning, testing, and implementation. Although, no supervisory responsibilities are required, you may also provide guidance and support to new associates.

Key Responsibilities:

• Serve as the primary point of contact for all product-related feedback, issues, requests and requirements from chat platform end users.

• Collect, analyze, and document user feedback and requirements to understand and articulate user needs to the product development team.

• Facilitate regular meetings between contact center users and the product development team to discuss feedback, challenges, and potential enhancements.

• Work closely with the Product Manager/EO to prioritize product changes and enhancements based on user feedback, product strategy, and business objectives.

• Develop and maintain comprehensive documentation of user feedback, requirements, and prioritized product changes.

• Coordinate with the training team to ensure contact center agents and managers are adequately trained on new features and updates.

• Monitor and report on the adoption and satisfaction levels of new features and enhancements among contact center users.

• Participate in the development and implementation of a feedback loop to ensure continuous improvement of the chat platform.

• IVR production validation to ensure features and functionality are working as expected.

• IVR liaison for Contact Center questions and research regarding the contact center and Main Frame issues.

Required Skills and Qualifications:

• Bachelor's degree in Business Administration, Computer Science, or related field.

• Minimum of 5 years experience in a liaison or customer service role, preferably within a technology or banking environment.

• Strong understanding of chat platforms and/or contact center operations.

• Excellent communication and interpersonal skills, with the ability to engage and work with cross-functional teams.

• Proven ability to manage and prioritize multiple stakeholders' needs and feedback.

• Analytical mindset with strong problem-solving skills.

• Experience with project management tools and methodologies.

• Proficiency in data analysis and feedback collection tools.

Desirable Skills:

• Experience with Agile development methodologies.

• Familiarity with UX/UI principles.

• Previous experience in a banking or financial services environment.

Hours & Work Schedule

• Hours per Week: 40hrs

• Work Schedule: M-F 8-5pm with testing support as required

• Hybrid role out of Johnston, RI or Pittsburgh, PA 3 days/ week

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Benefits

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Awards We've Received

FORTUNE's World's Most Admired Companies

Human Rights Campaign Corporate Equality Index 100 Award

Military Friendly Employer

Age-Friendly Institute's Certified Age-Friendly Employer

Bloomberg Gender Equality Index, Standout

Dave Thomas Foundation's Best Adoption-Friendly Workplace

DiversityInc

Top Regional Company for Diversity

Forbes America's Best Large Employers

National Organization on Disability's Leading Disability Employer