Customer Experience Business Analyst
Permanent
Dublin
20-03-2023
Realtime Recruitment are seeking a skilled Business Analyst (FTC for 12 months) to join the Digital and Customer Experience pillar within a key client based in Dublin City Centre.
This role will involve Client experience analysis including client journey mapping, persona development / maintenance, liaising with external agencies which support the CX strategy including video production, website content creation and user guides, and CX measurement.
Key Responsibilities
This role will involve Client experience analysis including client journey mapping, persona development / maintenance, liaising with external agencies which support the CX strategy including video production, website content creation and user guides, and CX measurement.
Key Responsibilities
- Understand business objectives and strategy within digital and customer experience designing high standard end-to-end customer journeys.
- Skilled in using storyboards, wireframes and design mock-ups and prototypes that clearly illustrate how the systems function and flow, to present design ideas
- Carry out user research with internal and external clients, analysing pain points within our services and products, developing, and delivering progress updates, requirements, documentation, and presentations.
- Focus on capability analysis, optimise interactions to solve pain-points and blockers by developing and recommending creative solutions. Design engaging and high-quality user experiences, creating personas, experience, and journey maps, and designing service blueprints
- Gather and analyse user requirements in driven by a clear articulation of customer needs and pain-points
- Customer journey mapping and persona development, journey & scenario mapping
- Previous experience working on digital and website projects
- Familiar with the use of collaboration/workshop tools, design (wireframing & prototyping e.g., Figma)
- Business Analysis-stakeholder management and requirements gathering
- Excellent written and verbal communication
- Ability to work well with teams, to influence and build strong working relationships
- Demonstrates flexibility in fast-paced environment