Customer Experience Analyst

The Customer Experience Digital Transformation (CX DT) team is on an ambitious journey to deliver a scalable, omnichannel care experience for our clients and partners at Xe, Ria and Dandelion.As Customer Experience (CX) Analyst you will take responsibility for reviewing business platforms and working practices with the objective of finding efficiencies, identifying how the business platform functionality can be maximised and the user experience can be improved.This is a business change role working with teams spanning all operational functions in the business globally and across many brands. You will relish the challenge of a complex and regulated environment. You will possess the right balance of business understanding, stakeholder engagement skills and business and product analysis experience. You will thrive in a fast-paced workplace with changing priorities, balancing competing projects and managing stakeholder expectations. Excellent communication skills and the ability to present complex ideas clearly are a pre-requisite.- Work closely with business teams to understand ways of working and identify opportunities for improvements and efficiencies.- Collect feedback from teams on requests for changes and gather detailed requirements.- Propose solutions and work collaboratively with the other CX DT team members to implement changes.- Maintain up to date documentation, including business processes maps for major processes handled by teams, user stories for changes introduced by CX DT team and configuration documentation for business systems.- Support testing of changes ensuring they are fully evaluated and agreed before deployment.- Work with the Training Lead to produce relevant materials as required to support changes.- Support business teams with implementation of changes, including providing group and one to one coaching and assistance with communications.- Act as first line support for regional business teams, including when onboarding new teams to technology platforms.- Champion and evolve the new CX DT capability at Ria and Xe. Be a change advocate.- Evidence of problem solving and providing effective, creative solutions.- Ability to manage conflicting priorities in a rapidly evolving team.- Experience of implementing business changes within or across teams.- Strong stakeholder management at all levels so that collaborative relationships are built rapidly.- Experience in communicating concepts and ideas to stakeholders at all levels, including oral and written presentations.- Experience of working with business process maps.- Able to quickly learn new business functions and identify and map relevant stakeholders.- Ability to understand and communicate in both English and Spanish.- Desirable: Good knowledge and understanding of Ria processes and ways of working- Success Measures- Improved ticket handling efficiency metrics.- Reduction in cost to serve.- Improved Customer Satisfaction.Benefits: Our package includes Competitive monthly salary $30,000 gross for a Hight level of English. 5% food vouchers. 30 days bonus. 15 days of initial vacation. life insurance. Free access to our Gym. Dynamic and collaborative work environment. Cutting-edge tools and technology to make work easier. Free English and French classes Work-life Balance.Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of 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.