Senior Business Analyst - Contact Centre TransformationDate: Sep 23, 2024
Location: Dublin, D, IE
Company: NTT DATA Services
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Senior Business Analyst - Contact Centre Transformation to join our team in Dublin, Dublin (IE-D), Ireland (IE).
Overview We are looking to recruit an experienced Business Analyst (Contact Centre Transformation) to join our Financial Services Advisory Practice, working on a wide range of contact centre transformation projects/programmes. The individual will have experience of working on digital transformation and strategic change projects, responsible for the successful planning, execution, monitoring, control, and closure and delivery for our Banking partners.
Responsibilities Engage with business users, understand problem statement, and agree scope of engagement.Interview product owners to understand as-is business processes and then develop customer-driven to-be processes.Support the Business by documenting process models and identify opportunities for improvement.Ability to map customer experience using tools like personas, customer journeys etc.Gather and analyse statistical data from the business areas for supporting business case for change.Research and analyse best in class industry processes to support digitization & simplification of customer journeys.Support the Business in planning and designing digital strategies encouraging customer retention and customer loyalty.Bring in industry experience and thought leadership to advise on trends, future operating models and best in class journeys.Develop a deep understanding of the business context and marketplace that our business stakeholders are operating in.Employ process modelling techniques to capture requirements. Work hand-in-hand with the Product Owner and Development teams in order to deliver process improvements.Work with multiple product owners to write & develop clear, non-implementation specific epics, user stories and acceptance criteria.Support and contribute to the metrics driven culture within our function.Experience 10+ years of BA experience working in Banking / Financial services. At least 3 years working on a contact centre transformation program.Consulting background preferable.Strong experience in Contact Centre Transformation preferably for banking customers.Design thinking, ability to manage multiple stakeholder expectations, communicate in a clear non-ambiguous manner, conduct requirements workshops, drive decision making.Experience in documenting business case, business process modelling, requirement elicitation through workshops.Manage projects from inception through design to delivery.An IT background with a solid grounding in technology.Experience of working in both Agile & waterfall SDLCs.About NTT DATA Services NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
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