Digital Support Business Analyst
Há 1 mês
Job Description
Bose is about better sound, but better sound is just the beginning. We’re about inventing new technologies that truly benefit people and creating a culture where innovation and teamwork are highly valued. Working at Bose, you’re encouraged to question conventional thinking in the relentless quest to create products and experiences that change people's lives. Global Customer Service is a crucial part of our mission, fueling the creation of new and innovative products, helping us to bring the right products to the right customers, and allowing us to astonish customers with carefully crafted and personalized experiences.
We are looking for a Digital Support Business Analyst. Digital is a key growth area within Global Customer Service where we drive constant improvements in the customer journey and day-to-day experiences. You will be a key contributor in driving business requirements. that are set out to achieve cohesive and salient experiences for our customers, across internal organizations.
You will be responsible for maintaining the master repository of business requirements, translating the requirements into business needs, and alignment with functional and business stakeholders. You will drive end-to-end coordination to deliver on the business needs via the respective IT -and marketing & sales teams. Delivering sustainable growth by transforming our digital products and services.
Key results for this role include driving CSAT, NPS, deflection, and revenue - generating customer experiences that enable retention and growth within the Bose customer installation base. As part of the Customer Support Digital Experience team, this role partners with Messaging, Online and Technology experience managers and their teams in the ideation, research, development, and implementation of new concepts.
The right candidate will have experience in working agile, a solid operational business acumen, and an innovative spirit in the pursuit of providing the best Customer Support Experience possible.
Primary Responsibilities:
Lead continuous improvement plans, supporting the business on the assessment and prioritization of business cases for experience-enhancing initiatives.
Project manage, in collaboration with key teams within Bose organizations, next step actions to meet and exceed KPI targets.
Key contributor to our Revenue initiatives to further mature, expand, and optimize our experiences and revenue in the top 8 markets.
Collaborate with Product Owners to coordinate product delivery, timing, objectives, and project goals.
Continuous Coordination with stakeholders and technical teams
Quality assurance of the deliverables, coordinating with IT squads, conducting testing and validation
Maintain master repository for business requirement and align with functional and business stakeholders/leads.
Partnering with the PO in user story creation and timely delivery for set requirements.
Partnering with the PO and the business in acceptance criteria and priority
Primary communication channel back into the business in terms of status, change management requirements, and testing requirements.
Assist the business in identifying and defining new experiences to deliver high performing journeys.
Background/Experience required:
Salesforce proficiency, especially Experience Cloud is a plus
Fluency in English.
Passionate about driving impactful customer experiences that spark customer loyalty, advocacy, and retention. You have a commercial yet customer-first mindset.
Strategic thinker and insights-driven: leveraging data and research, uncovering customer insights that identify both current and future opportunities.
You know your way around analytics-, testing-, and voice of the customer tools and know how to leverage these sources to generate cohesive insights. Ability and willingness to adapt to new tools and strong conviction in identifying/recommending additional tools.
You are experienced at project management and knows what it takes to get things done. Ability to drive projects and ideas forward: coordinating product delivery, timing, objectives, and project goals.
You have experience with working with IT and can jump from business to technical discussions.
Strong understanding of available technologies and tools to drive customer experience improvements.
Curiosity, a can-do attitude, and the ability to learn quickly and thrive in a complex, dynamic environment.
Excellent stakeholder management, with ability to develop strong relationships and influence others - both in-person and remotely - across multiple levels of the organization.
Self-starter with outstanding organizational skills and ability to track multiple project deliverables with minimal direction.
Ability to combine strategic insight and a hands-on (can-do) attitude.
What's in it for you:
Be a part of and work with a top notch, multidisciplinary, transparent, and agile team.
Collaborate with people like you who want to solve problems and have fun together.
Work on developing innovative Wellness products that improve people's lives.
Excellent work life balance and a continuous learning environment.
Highly competitive package as well as a comprehensive benefits program.
We strive to help our employees and customers reach their fullest potential.
Are you interested in this position?
We’d love to know you better Submit your application, by uploading yourCV in Englishvia the “Apply” button above.
Note
Thanks in advance for your application. After the online phase, the most successful candidates will be invited for an interview. In case you’re not contacted in the next 15 days, we will keep your application for future opportunities that may suit your profile best.
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