Customer Experience Business Analyst

The role of the Customer Experience Business Analyst works as the liaison between customer experience and business partners on assigned projects. This position requires the Business Analyst to have strong communication skills to effectively elicit requirements that are executable and contain success metrics.

Job Functions

• Cross departmental collaboration with IT, Marketing, Ecomm, Supply Chain, Operations and Merchandising to understand upcoming business impacts that could impact the customer

• Proactively communicate and collaborate with external and internal customers to analyze information needs and customer experience improvement plans

• Successfully engage in multiple initiatives simultaneously

• Understand and analyze research techniques and analytics to be able to support recommendations for improvement projects

• Analyze voice of customer data and call center data to foresee results, and telluswhatyouthink, as well as any new ones that are added and provide actionable recommendations from this data to improve our customer satisfaction

• Understand and participate in usability testing processes to help ensure process/systems updates have limited impacts to the call center team and customers

• Strong analytical and product management skills required, including a thorough understanding on how to interpret both external and internal customer business needs

• Be a business project manager on assigned projects, and process improvement analyst as needed

• Business Requirements elicitation and documentation

• Project justification research and financial business case development

• Use Case Development and Documentation

• Ability to meet deadlines on multiple projects

• Project Management input on task status, risk identification and mitigation, change management and impact analysis

Minimum Education & Experience:

• Four-year BA or BS degree or comparable experience

• CBAP Certification optional but desired

• 1 - 2 year Research and Usability including VOC analysis experience

• Ability to work in a highly collaborative environment

• Experience in a retail organization a plus

Preferred Education & Experience:

• 3-5 year Project Analyst experience preferred

Knowledge / Skills Requirements

• Microsoft Office Suite

• Visio

• MS Project

• Quality Center

• Exceptional verbal, written and communication skills

• Strong presentation skills

Reporting Relationships:

Supervisor

Sr. Director, Customer Experience

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We are an Equal Opportunity Employer:

Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, hair style, hair texture, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, military/veteran status, or any other basis prohibited by law.

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