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Chat/IVR Platform Customer Business Analyst

Citizens Bank

Citizens Bank

IT, Customer Service
Rhode Island, USA
Posted on Wednesday, June 12, 2024

Job 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