customer experience analyst

Snoonu

<div>
 
 A Little Bit About Us
 
 
 
 At Snoonu, we believe that technology has the power to make anything possible.
 
 
 Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Values We Live By
 
 
 
 Be Customer Obsessed:
 
 
 Focus on the customer and all else will follow.
 
 
 Act with Integrity: We are honest, ethical, and trustworthy in everything we do.
 
 
 
 Be Curious And Creative
 
 
 
 We constantly innovate and create solutions to bring a lasting positive impact.
 
 
 
 Lead By Example And Take Ownership
 
 
 
 Be the change you want to see and take ownership.
 
 
 Work Smart and Deliver Results: You can do more by doing less, better, and faster.
 
 
 
 It's All About People
 
 
 
 Be a team player; together, we are stronger.
 
 
 
 About The Role
 
 
 
 We&rsquo;re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 What You&rsquo;ll Do
 
 
 
 Root Cause &amp; Issue Analytics
 
 
 <ul>
 <li>
 Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
 </li>
 <li>
 Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
 </li>
 <li>
 Develop frameworks to categorize and quantify the impact of systemic CX issues.
 
 
 </li>
 </ul>
 Retention &amp; Churn Analysis
 
 
 <ul>
 <li>
 Analyze customer lifecycle data to understand key drop-off points and churn predictors.
 </li>
 <li>
 Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
 </li>
 <li>
 Identify cohorts at risk and provide insights for lifecycle interventions.
 
 
 </li>
 </ul>
 Behavioral Segmentation &amp; Journey Mapping
 
 
 <ul>
 <li>
 Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
 </li>
 <li>
 Design and run analyses to evaluate the impact of experiments and personalization efforts.
 </li>
 <li>
 Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
 
 
 </li>
 </ul>
 Insight Delivery &amp; Stakeholder Influence
 
 
 <ul>
 <li>
 Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
 </li>
 <li>
 Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
 </li>
 <li>
 Support the continuous improvement of CX KPIs and feedback loops.
 
 
 </li>
 </ul>
 We&rsquo;re Excited About You Because You Have&hellip;
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
 </li>
 <li>
 Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
 </li>
 <li>
 Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
 </li>
 <li>
 Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
 </li>
 <li>
 Ability to manipulate and analyze large datasets to find actionable insights.
 </li>
 <li>
 Strong problem-solving skills and a hypothesis-driven approach to analysis.
 </li>
 <li>
 Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
 </li>
 <li>
 A growth mindset and curiosity about customer behavior.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
 </li>
 <li>
 Background in experimentation (A/B testing, test vs. control).
 </li>
 <li>
 Familiarity with customer segmentation, recommender systems, or churn modeling.
 </li>
 </ul>
</div>

Customer Experience Analyst

iManage

<div>We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays &amp; Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. 
 
Being a Customer Experience Operations Analyst at iManage Means&hellip; 
 
You will join one of our fastest growing teams and learn from subject matter experts in cloud technologies, while supporting the operations of our Customer Success and wider Customer Experience teams globally. Through resource coordination and maintenance of our cloud client data, you will play a key role in keeping our cloud implementation timelines on track to ultimately provide a positive customer experience. 
 
iM Responsible For&hellip;<ul><li>
Maintaining the integrity of cloud related customer data and contractual details into appropriate systems including Salesforce and Zendesk</li><li>
Carrying out provisioning of iManage cloud services for customers and partners, ensuring that SLAs are met or exceeded</li><li>
Liaising with internal iManage teams including Cloud Operations, R&amp;D, Pre-Sales, Sales, Legal and Product Management to ensure successful delivery of the components required for iManage Cloud solutions</li><li>
Coordinating schedules with internal resources and partners to ensure successful delivery of cloud implementation in a timely manner</li><li>
Creating and maintaining NPS templates, analyzing responses and trends, and reporting results and trends to internal stakeholders</li><li>
Providing partner support and follow-up to inquiries via email on behalf of Customer Success Managers when needed</li><li>
Managing CX Operations team documentation, including both internal and partner/customer- facing materials</li><li>
Proactively identifying opportunities for process improvement</li><li>
Providing analytical insights and reporting to internal and external stakeholders
</li><li>Participating in data analysis projects to help in automating our processes, establishing proper reporting, and helping our team to make better data-driven decisions</li></ul>
iM Qualified Because I Have&hellip;<ul><li>
A strong attention to detail</li><li>
Strong written and verbal communication skills</li><li>
A curiosity to learn a full range of technology platforms and an ability to apply new skills rapidly</li><li>
Proven the ability to work with a team in a fast-paced environment</li><li>
A passion for customer satisfaction and excellent customer service skills</li><li>
Project management skills</li><li>
Experience with Salesforce and Microsoft Office applications</li></ul>
Bonus Points If I Have...<ul><li>
Experience working within a cloud technology environment</li><li>
Development (coding, scripting) experience</li><li>
Knowledge of iManage solutions</li><li>
Knowledge of Totango, Gainsight or other Customer Success platform</li></ul>
Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways! 
 
iM Getting To&hellip;<ul><li>
Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!</li><li>
Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.</li><li>
Own my career path with our internal development framework. Ask us more about this!</li><li>
Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses &amp; training.</li><li>
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.</li><li>
Enjoy flexible work hours that empower me to balance personal time with professional commitments.</li><li>
Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.</li></ul>
iManage Is Supporting Me By...<ul><li>
Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.</li><li>
Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.</li><li>
Rewarding me with an annual performance-based bonus.</li><li>
Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.</li><li>
Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.</li><li>
Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.</li><li>
Having multiple company wellness days each year to prioritize mental health and well-being.</li><li>
Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.</li></ul>
The overall US annual base salary range for this position is $80,000 - $100,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process. 
 
iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to careers@imanage.com so our team members can review. 
 
About iManage&hellip; 
 
At iManage, we are dedicated to Making Knowledge Work&trade;. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. 
 
We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding. 
 
So we&rsquo;re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry&rsquo;s best and brightest. That&rsquo;s the iManage way. It&rsquo;s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. 
 
Whoever you are, whatever you do, however you work. Make it mean something at iManage. 
 
iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 
Learn more at: www.imanage.com 
 
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/ 
 
#LI-AH1 
#LI-Hybrid 

v06mUcw8hK</div>

Customer Experience Operations Analyst

LanceSoft Middle East

<div>
 
 We have new opportunity for the role
 
 "Sr Business Analyst - Digital Customer Experience"
 
 with our client. Interested candidates send me your CV to kirthika.r@lancesoft.com
 
 
 
 
 
 
 Title - Sr Business Analyst - Digital Customer Experience
 
 
 
 
 Location - Dubai - Onsite
 
 
 
 
 Duration - 12 months of contract ext.
 
 
 
 
 
 
 
 Notice period - Immediate preferred/ 30 days max
 
 
 
 
 
 
 
 Industry preferred
 
 :
 
 
 Aviation (preferable) or other relevant Sectors Consumer/ B2C Brands
 
 
 
 
 
 
 Purpose:
 
 
 <ul>
 <li>
 The Business Analyst&ndash; Digital Customer Experience plays a vital role in shaping and delivering digital initiatives that improve the end-to- end guest journey.
 </li>
 <li>
 This role bridges the gap between business needs, customer expectations and technology solutions by gathering and analysing requirements, identifying process improvements and supporting the successful delivery ofour digital products and services.
 </li>
 <li>
 Working closely with Product Owners, UX designers, developers and key stakeholders, the Business Analyst ensures that digital solutions are user-centred, strategically aligned and operationally viable.
 </li>
 </ul>
 
 
 
 
 
 Core Activities Experience:
 
 
 
 Business Analyst, Digital, Transformation, Solution Design, Process Mapping Communication, Stakeholder Engagement, Digital Transformation Project Support and Reporting
 
 
 
 
 
 
 Skills, Tools, and Systems Experience:
 
 
 
 Expertise with DXP platforms, Headless CMS &amp; Microservices Architecture, Omnichannel Architecture, CRM, web technologies, app frameworks, CDP and personalization engines, eCommerce, loyalty platforms.
 
 
 Experience in Agile methodologies
 
 
 
</div>

Sr Business Analyst - Digital Customer Experience

Patel Family Office

Job Title: Customer Success AnalystExperience: 2yrs or lesserLocation: PuneJob Description:As a Customer Success Analyst, you will play a vital role in ensuring the success andsatisfaction of our valued clients. You will work closely with the Customer Success team to provide excellent service and support, while gaining valuable experience in the field of customer success management.Responsibilities:<ul><li>CRM Cleanup: Assisting cleaning up and organizing customer data in the CRM system to ensure accurate and up-to-date information.</li><li>Free Sign-Up Client Management: Take ownership of managing free sign-up clients onthe platform for both the India and SEA regions. Ensure timely and effective follow-up communication with free sign-up clients through email campaigns or other appropriate channels. Deliver targeted messages highlighting the value proposition of upgrading their services and addressing any questions or concerns they may have.</li><li>Upselling and Upgrade Outreach: Reach out to existing free clients in the India and SEA regions to discuss the benefits of upgrading their services and upselling additional products or features. There is currently no Upsell Targets</li><li>Freshdesk Ticket Resolution: Resolve daily Freshdesk tickets efficiently and effectively, ensuring prompt responses to customer inquiries and issues. Maintain a high resolution time to meet customer satisfaction goals.</li><li>Billing Backlogs and Order Form: Assist in clearing billing backlogs and processing order forms for customers in the India and SEA regions. Ensure accuracy and timely completion of billing tasks.</li></ul>Customer Success Analyst<ul><li>Quarterly CatchUps: Help in setting up and coordinating Quarterly CatchUp meetings with clients to review their progress, address any concerns, and gather feedback.</li></ul>Salary Range- 3.5LPA TO 5LPA (Fixed and Variable)Job Type: Full-timePay: &#8377;350,000.00 - &#8377;550,000.00 per yearExperience:<ul><li>Customer success: 1 year (Required)</li></ul>Work Location: In person

Analyst Customer Success

talabat

<div>
 Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat&rsquo;s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.
 
 
 We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.
 
 
 Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi-great place to work award winner.
 
 
 
 Job Description
 
 
 
 As a CX analyst at talabat, you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics, design automated dashboards, and analyze large datasets to uncover actionable insights.
 
 
 This role requires strong analytical skills, attention to detail, and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics, identifying unusual patterns in customer behavior, and supporting initiatives that impact budgets, customer retention, and order frequency. If you are passionate about data-driven decision-making and enhancing customer experience, this is an excellent opportunity to make an impact in a dynamic and fast-paced environment.
 
 
 Extract, transform, and analyze data
 
 
 <ul>
 <li>
 Write efficient SQL queries to pull and clean large datasets across multiple sources
 </li>
 <li>
 Build scalable, self-serve dashboards using BI tools such as Looker, Tableau, or PowerBI
 </li>
 <li>
 High comfort with Excel / Gsheets for problems requiring quick ad hoc analysis
 </li>
 <li>
 Maintain data hygiene and ensure consistency across reporting layers
 
 
 </li>
 </ul>
 Identify CX gaps and improvement areas
 
 
 <ul>
 <li>
 Analyze various sources - order journeys, customer contacts, funnel drop-offs etc to uncover root causes and opportunities
 </li>
 <li>
 Ability to help define key success and guard-rail metrics for specific outcomes
 </li>
 <li>
 Proactively surface anomalies, trends, and emerging pain points before they escalate
 
 
 </li>
 </ul>
 Deliver structured insights that are actionable
 
 
 <ul>
 <li>
 Package analysis into clear business narratives tailored to cross-functional stakeholders
 </li>
 <li>
 Prioritize recommendations based on customer impact and business feasibility
 </li>
 <li>
 Collaborate with Product, Ops, and Customer Support to shape priorities based on insights
 
 
 </li>
 </ul>
 Track and report CX performance
 
 
 <ul>
 <li>
 Maintain a regular reporting cadence on key CX KPIs
 </li>
 <li>
 Regularly update and present insights on metric performance, fluctuations, and variances to stakeholders
 </li>
 <li>
 Support the development of new CX and operational KPIs, working closely with senior analysts and leadership teams
 </li>
 <li>
 Evaluate trends at a regional and country level to inform strategic reviews
 </li>
 <li>
 Agility without compromising on depth
 </li>
 <li>
 Deliver high-quality outputs within tight timelines amidst evolving business priorities
 </li>
 <li>
 Balance long-term projects with short-term diagnostics and stakeholder asks
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 2 to 4 years of experience in analytics, ideally from tech ecosystems
 </li>
 <li>
 Strong SQL skills and hands-on experience with BI tools like Looker, PowerBI, or Tableau
 </li>
 <li>
 High proficiency in Excel and Google Sheets for quick analysis and reporting
 </li>
 <li>
 Ability to break down ambiguous problems, map journeys, and run root cause analyses
 </li>
 <li>
 Proactive in spotting trends, gaps, and improvement areas without being prompted
 </li>
 <li>
 Clear communicator who can simplify complex data for non-technical stakeholders
 </li>
 <li>
 Fast, independent working style with strong attention to detail
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 As part of the talabat team:
 
 
 <ul>
 <li>
 You have the opportunity to be based in our specially designed collaborative work space in City Walk.
 </li>
 <li>
 You will also experience exciting opportunities for professional and personal growth and recognition.
 </li>
 <li>
 Monthly talabat credit to spend in the app, however you want
 </li>
 <li>
 Parental leave
 </li>
 <li>
 Working with the team, building the fastest-growing, largest and most valuable network of online food ordering services.
 </li>
 <li>
 Our colleagues at talabat come from every corner of the globe, working in diverse, cross-cultural teams.
 </li>
 <li>
 Enjoy fresh fruits, cereals, beverages, tea, and discounts at our Everyday Roastery cafe next door
 </li>
 <li>
 Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace!
 </li>
 <li>
 Sponsored healthcare and gym membership
 </li>
 </ul>
</div>

CX Analyst

Busey Bank

<div>Position Summary
The Audience &amp; Market Insights Analyst is responsible for supporting the management and growth of Busey&rsquo;s associate and customer experience programs. The Analyst will provide day-to-day support of the experience programs by preparing and cleaning data, ensuring the accuracy of reporting and developing strong working relationships with associates across all levels of the bank. This person will help train and reinforce the connection of experience outcomes to Busey&rsquo;s focus on service excellence. The Analyst will help identify and drive actionable improvement opportunities throughout the bank using associate and customer experience insights.
<h2 class="jobSectionHeader">Duties &amp; Responsibilities
</h2><ul><li>Manage the distribution of Busey&rsquo;s robust associate and customer surveys on a regular basis
</li><li>Create new surveys within the Qualtrics platform when requested by executive, business segment and regional leaders
</li><li>Develop formal reporting on a quarterly cadence by analyzing and summarizing feedback from associate and customers across the bank footprint
</li><li>Document program updates and changes for necessary Compliance and Risk requirements
</li><li>Assist the creation of new data files used in the survey process within our data warehouse
</li><li>Facilitate the education and training of associates through effective communication and training channels
</li><li>Ensure the Qualtrics platform is functioning as intended by managing survey structure, dashboard maintenance, ticketing processes, user administration, API connections, etc.
</li><li>Collaborate with business segment partners across the bank to uncover new feedback opportunities
</li><li>Support larger bank efforts, such as M&amp;A, through informed associate and customer insights reporting and drive experience improvements
</li><li>Keep up to date with industry best practices and strategy involving associate and customer experience management
</li><li>Identify new feedback channels for customer and associate feedback
</li><li>Manage new opportunities for connected insights through system API connections, including Salesforce
</li><li>Support existing complaint management program and future enhancements with new CRM/core platforms
</li><li>Assist with team projects and objectives including, but not limited to, ROI modeling, customer churn, customer acquisition cost, etc.
</li><li>Inform comprehensive journey mapping with line of business partners by leveraging experience insights throughout associate and customer relationships
</li><li>Lead customer contact data quality review, ensuring that accurate communication data and preferences are captured and shared across systems
</li></ul><h2 class="jobSectionHeader">Education &amp; Experience
</h2>Knowledge of:
<ul><li>Experience management best practices for both associate experience and customer experience strategy
</li><li>Data and insights reporting processes
</li><li>Banking industry customer communication regulations and standards
</li><li>Journey mapping best practices for both associate and customer experience
</li></ul>Ability to:
<ul><li>Work independently with minimal supervision
</li><li>Strong written and verbal communication skills
</li><li>Strong technical capabilities for efficient use of bank core, experience platforms and data reporting systems
</li><li>Self-starter motivated to acquire new skills and produce unique analytical insights
</li><li>Effectively listen to others and collaborate with a wide array of bank leaders and partners
</li></ul>Education &amp; Training:
<ul><li>Bachelor&rsquo;s degree in business administration, marketing, communications, psychology or a related field of study is required
</li><li>2-3 years of financial institution experience in the areas of communications, marketing, operations, or HR is strongly preferred
</li><li>Experience with Qualtrics for associate and customer experience is strongly preferred
</li><li>Experience with IBM Cognos for data report creation is strongly preferred
</li><li>Experience with Salesforce CRM systems is strongly preferred
</li><li>Experience with PowerBI, Smartsheet or similar data visualization tools is preferred
</li><li>Experience with API connections for shared platform insights is preferred
</li></ul>Benefits and Compensation
Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.
(Base Pay Range: $26.00 - $35.00/hour)
Busey provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being&mdash;now and in the years to come&mdash;are important to us. Busey&rsquo;s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts.
Equal Opportunity
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey&rsquo;s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets.
Unsolicited Resumes
Busey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (&ldquo;Agency&rdquo;), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (&ldquo;Agreement&rdquo;). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.</div>

Audience & Market Insights Analyst

IST Networks

<div>
 
 The Business Analyst (BA) in the CCaaS ecosystem acts as the bridge between business stakeholders, contact center operations, and technical teams. They gather, analyze, and document requirements to ensure successful delivery of cloud-based contact center solutions such as Genesys Cloud, Cisco Webex Contact Center, or Sprinklr Service. The BA ensures that the CCaaS platform aligns with business goals, customer experience strategies, and operational KPIs.
 
 
 
 
 
 Responsibilities
 
 
 <ol>
 <li>
 Collaborate with clients, operations teams, and technical stakeholders to gather and validate business and functional requirements for CCaaS solutions.
 </li>
 <li>
 Analyse existing contact center workflows, IVR scripts, omnichannel interactions, and reporting needs to identify process improvements.
 </li>
 <li>
 Translate business needs into detailed user stories, use cases, and solution specifications for implementation teams.
 </li>
 <li>
 Support solution design, configuration, and integration of CCaaS platforms with CRM, WFM, analytics, and AI tools.
 </li>
 <li>
 Facilitate workshops, UAT (User Acceptance Testing), and training sessions to ensure smooth adoption of new features.
 </li>
 <li>
 Document business processes, system changes, and configuration decisions for governance and compliance.
 </li>
 <li>
 Monitor post-deployment performance against KPIs and recommend optimisations to enhance efficiency and customer experience.
 </li>
 </ol>
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ol>
 <li>
 Strong understanding of CCaaS platforms (e.g., Genesys Cloud, Cisco Webex CC, Amazon Connect, Sprinklr Service).
 </li>
 <li>
 Experience in requirements gathering, process mapping, and contact center operations.
 </li>
 <li>
 Familiarity with omnichannel routing, IVR design, call flow logic, and reporting/analytics tools.
 </li>
 <li>
 Excellent communication skills for both technical and non-technical audiences.
 </li>
 <li>
 Analytical mindset with problem-solving abilities.
 </li>
 </ol>
 
 
</div>

Business Analyst

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